HOW TO CREATE CUSTOMER SERVICE TEMPLES
INTRODUCTION
In our previous work "Communion in Service, Synchronicity in Customer Service", we proposed the creation of a new Service Model based on the concept of Synchroservice.
We have defined as Synchroservice, that service based on Synchronicity that occurs between the CLIENT - SERVER - SERVICE elements, when said service process is developed at the level of superior intelligence, beyond the components that interact.
Since it does not seem easy, at first glance, to create a model of this nature, we have set out in this work to develop a strategy for changing the organizational culture, which is aimed at creating a critical mass of people who practice the Synchroservice within the organization.
THE SEVEN PROCESSES
The seven processes that we believe must be developed to create a Culture oriented towards Synchroservice are the following:
1) Establish the True North of your organization. Define your Guiding Principles and from there define or review your Mission, Vision and Organizational Values, as well as the Models, Paradigms and Beliefs that affect the organization.
2) Help your workers find the Meaning of their Life. Let them clearly establish how they want to serve others and find out if they are in the right place, in each of their contexts.
3) Establish the criteria that guarantee the Alignment of the workers with their work and with the organization. As in the teams, clearly the profiles required for each type of work and create conditions to place each one in the place that works best, according to what he discovered in the Meaning of his Life, in order to create the necessary commitment with what it does.
4) Create conditions for the establishment of a new Leadership, based on the Leader Model of Leaders. Develop in each worker the elements of Humility, Responsibility and Commitment necessary to create a climate of shared responsibility, capable of fostering lifelong learning for the entire organization and a Management oriented towards Synchronicity and managing complexity. In short, this model must allow the creation of an Open Organization for Learning.
5) Teach your workers to Serve with Excellence and practice a proper attitude towards service. Each and every one of the workers must not only know the criteria of Excellence in Customer Service, but also practice them with the appropriate attitude in order to guarantee a minimum starting point for the Synchro-service process. Remember that in the Synchro Service Model, the minimum level allowed is Excellence.
6) Establish a Service Policies, Standards and Guidelines Model that is in accordance with the 5 previous elements. Transfer what was established in the five previous points to a set of Policies, Norms and Service Guidelines that guarantee the minimum behaviors required in the Excellence Model and also allow the worker to have a different conscience not only regarding the service but also regarding to the client, guaranteeing the best image of your company.
7) Create the emotional conditions necessary to establish the connection Client - sports, organizations must establish Server-Service. Remember that all connection begins in the emotional sphere (empathy), then it passes to the rational sphere (limbic connection, located in the circumscribed) and from there it is transferred to the universal sphere (connection with the non-circumscribed), that is why it is required a pleasant and harmonious environment that guarantees the worker the right working environment to achieve the correct connection with the client and his needs.
WHICH INVOLVES EACH PROCESS
1. Establish the True North of your organization.
- Define the Guiding Principles of your organization. Establish / revise your Mission (raison d'être). Formulate / revise your Vision. Define / revise your Nuclear Values. Discuss the New Paradigms that must be implemented in the organization, to generate the new set of beliefs that guarantees the creation of the new Organizational Culture.
2. Help your workers find the Meaning of their Life.
- Provide them with adequate training on what self-esteem, personal development, and the meaning of life mean. Encourage the development of evaluated personal life plans and their connection to each worker's present and future work. Allow discussion of these plans among workers and their managers to ensure their proper orientation.
3. Establish the criteria that guarantee the Alignment of the workers with their work and with the organization.
- Establish the required job profiles. Verify that those that should be, are in the most suitable places. Ensure that those that should not be, are not in fact.
4. Create conditions for the establishment of a new Leadership, based on the Leader Model of Leaders.
- Establish teaching-learning mechanisms within the organization, based on the premise that all are leaders. Motivate leadership based on the Humility of leaders to recognize at all times who should assume leadership, the Responsibility to assume leadership when appropriate and the Commitment to comply for the benefit of the organization as a whole. Promote managerial coaching.
5. Teach your workers to serve with excellence and practice a proper attitude toward service.
- Develop training and training processes at the managerial / supervisory and administrative level, on what it means to manage service organizations. Develop training and training processes for all workers at the operational level, on what Service Excellence means.
6. Establish a Service Policies, Standards and Guidelines Model that is in accordance with the 5 previous elements.
- Develop a Service Model, based on the establishment of Customer Service Policies, as well as Service Standards and Guidelines at all levels.
7. Create the emotional conditions necessary for the Client-Server-Service connection to be established.
- Develop processes to improve the emotional intelligence of your workers. Establish processes that foster empathy for your workers with each other and with your clients. Develop spaces so that workers can relate properly and even meditate, in order to work primarily with connection processes and anger management and control.
CONCLUSION :
- Although creating a culture oriented towards synchro-service is not an easy task, a well-run process that involves a global change not only of the culture, but of the essential basic aspects of the human being, can contribute to creating that environment of connection. Client -Provider-Service. It is important to understand that this is a medium-long-term process, which requires great patience and a permanent search for learning aspects that can guarantee the path of continuous improvement and excellence. The paradigm changes required by the organization must be gradually achieved and the emerging paradigms must act as cultural attractors, in order to guide new business behaviors. The culture change must never be based on the frontal confrontation of the old paradigms,but, in the search for the implantation of the new ones, that respond to the guiding principles established by the new business orientation. Only in this way, we will be able to create the new syncroservice mentality.
