- Let's take a moment to talk about how
to maximize your learning.
This course is designed for customer service leaders
and business executives who want to build a service culture
in their organizations.
The type of culture where employees love serving customers
and always seem to do the right thing.
What if you are passionate about service,
but aren't a senior leader?
That's okay, you can still use these concepts
to get your team or department focused on customers.
The service culture building concepts I'm going
to share with you are designed
to be a step-by-step process.
You'll get the best results
if you complete the activities in order.
Think of it like a recipe for baking a cake.
You'll probably get a great cake
if you include all the ingredients
and follow the steps precisely,
but the cake may not turn out too well
if you skip some items or don't complete a few steps
in the recipe.
Most of the movies have a short activity at the end
to help you implement the concepts.
Let's warm-up with a brainstorming exercise
to get you thinking about the importance
of creating a service culture.
I encourage you to download
the Why Build a Service Culture worksheet to help you out.
The worksheet asks you to contemplate a few questions.
Why do you want to create a service culture?
What are the benefits to your organization or team?
Can you describe any specific financial impacts
that service has on your organization?
Building a service culture takes a true commitment.
Knowing why you want to create one
can help you stay on course throughout your journey.