Service educations leads to creative thinking and practical action, which further generates new and greater service value.
How can effective service education improve your organisation?
1. A new understanding of service value
Service education shifts a person’s point of view and enables him or her to truly see the world from the customer’s perspective. This is achieved by applying fundamental service principles to observe and assess the customer’s experience from an outside-in perspective.
Fundamental service principles apply to all service situations: internal and external, and to all levels of leadership, management and frontline service.
Unlike common “service training”, education does not prescribe only “What to do” in defined situations. Rather, education teaches service providers how to think about excellent service, how to listen to, understand and nurture clients’ needs, in order to deliver an entirely remarkable customer-centric experience.
2. Teams learn and apply a common service language
Most fields of activity have well-developed and widely accepted terms that practitioners use to coordinate and improve their actions. The domain of service has no such common language.
The field suffers from weak clichés, poor distinctions and inaccurate common sense. “The customer is always right” is often wrong. “Go the extra mile” is bad advice when someone wants fulfillment of exactly what was promised. “Serve others the way you would like to be served” is well-intentioned but misguided: good service is not about you, it’s about what someone else prefers.
Effective service education breaks through this hazy thinking and offers well-grounded service language to enable and connect service providers with customers, across departments and throughout large organizations.
3. Personal behavior empowers new beliefs
Service education shifts the attitude of service providers, forging a more genuine understanding and connection with those they serve. This “uplifting service mindset” is emotionally fulfilling for the customer and the service provider.
Successful education is observable in action when behavior models new beliefs. Service providers create added value for others because they are motivated to do so from within, and are inspired by the results, not because they are being told, supervised, required or externally rewarded.
4. Taking new and valuable actions
Learning builds new competencies, new confidence and inspires new actions.
Well educated service providers enjoy applying the principles and practices they learn. The ideas they generate and the actions they take is the most powerful test of effective education.
The value it creates for others and for the service providers is the appropriate and most accurate measure of service education changing force.