Why Leadership is Critical to Building an Uplifting Service Culture

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Many CEOs and senior leaders have risen to the top as experts in their industries or as specialists in technical competencies – not as experts in building a strong and sustaining service culture. This often results in initiatives to improve service being considered a frontline or a human resources issue. This is a fundamental mistake.

Building a service culture needs great service leaders and leadership teams. The power of senior leadership to set the vision, focus the entire organization, reward success and remove roadblocks, and role model correct behavior cannot be delegated to others.

Leaders and leadership teams must embrace four key roles to ensure a service culture building effort does not fail.

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Four Capacities a Leader Needs to Build a Service Culture

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An excellent blog post from Tony Schwartz on Harvard Business Review encouraged us to write about successful leaders in organizations that are building a service culture.

Leaders must inspire action. Building a service culture is a strategic, long-term initiative that requires sustained focus and commitment. We apply Tony’s list of four “great capacities” of leadership to describe the actions service leaders must take to achieve great results.

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The Leader’s Role in Service Education

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Service education is only effective when learners take new actions to create more value for customers and colleagues.

As a leader, you have a personal responsibility to ensure that new learning is ‘put to work’ on a daily basis.

Here are five action steps to make this happen:

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Marketing What Matters in Service

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The issue is not whether excellent customer service is good marketing, or if marketing should be approached as a form of service. The more important question is whether we are marketing the right message about “service”.

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Service Leaders Shape the Flow

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Every culture shares a common language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a discourse that already exists.

We are all born into cultures. We are educated in cultures. Our sports and religions and music are all examples of long standing cultures.

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Build a Superior Service Culture

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This blog is an open conversation for sharing insights, examples and ideas on how to build a Superior Service Culture. This is a community space to share experiences, stimulate thinking and explore different points of view. We will share our thoughts with you and welcome you to share yours. The problem with Customer Service Training

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