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A true service culture is a community of leaders at all levels who embrace a service mindset and build lasting relationships with customers and employees. Organizations, try as they may, cannot create such a culture through training alone.

How do you ensure that employees embrace and demonstrate the new mindsets and skills needed to reach a higher level of service? Implement the Four Stages in Building and Sustaining a Service Culture. As you work to link the service training initiative with the business plan, start by identifying the measurable business results you seek. Focus on creating a concrete, yet flexible, project plan for each of the Four Stages. It should include a communication plan, timeline, human resource allocation, budget, and an estimate of the level of employee readiness to receive and implement what will be taught in this initiative.

 

Next Page:  Stage One:  Assessment