Communicating for Service Excellence in the Workplace

Incorporating “Moments of Truth” and “The Fish Philosophy”

Objectives of Seminar:

  • To examine the Mission Statement and Goals of the Company and to ensure that staff are meeting the Goals
  • To set short and long term goals for the organisation
  • To encourage staff to be aware of the channels of communication in the workplace
  • To realise the importance of the Internal Customer
  • To examine ways in which staff can communicate effectively with each other and also with management (upward and downward communication channels)
  • To be aware of the impact of body language and non-verbal communication
  • Verbal abuse and uncouth behaviour at work and over the telephone : here we are dealing with the “Rough and tough” staff?
  • Etiquette when dealing with customers and collegues
  • The importance of the customer and service provider: How do we retain the customer?
  • To acquire skills that will enable staff to communicate professionally over the telephone
  • Finally to develop a Blueprint for improving interpersonal communication and for building high performance teams
  • Staff will be able to identify “Moments of Truth”
  • To find ways to “reach out” to the internal and external customer
  • Managing stress at work
  • Time management
  • To equip staff with the tools to build effective teams in the workplace
  • A motivational experience! The Fish philosophy

The following concepts will be covered:

  • The importance of service excellence
  • Who are your competitors?
  • Differentiation is the key element in customer service. What does the Company offer that is different from your competitors?
  • Business Climate in South Africa
  • Energy and Resources in Southern Africa
  • The communication process. Effective communication will lead to the following professional benefits for staff
  • Gain respect
  • Increase job satisfaction
  • Awareness of what is happening in the company
  • Improve problem-solving abilities
  • Increases self-confidence and self-esteem
  • Makes staff more valuable to the company
  • You become more promotable
  • Ensures that more people listen when you talk
  • Barriers to communication
  • Verbal communication
  • Written communication! The high cost of poor writing, imprecise memos, poorly organised reports
  • Listening skills : The professional benefits of improving your listening ability
  • Social communication : staff to brainstorm ways of improving interaction on a social basis and therefore to increase team spirit

Moments of Truth

  • ……….” any episode in which the customer comes into contact with any aspect of the organisation and gets an impression of the quality of its service”
  • Examine ways to consistently meet or exceed customers expectations

Goal setting

  • Each department needs to set goals for the next six months
  • Goal setting model
  • Eight step process for setting goals
  • How to encourage employees to set goals

Managing conflict

  • Sources of conflict
  • Limited resources
  • Different goals
  • Individual differences
  • Organisational problems
  • Communication problems
  • Managing personal conflict
  • Management styles

Customer Service

  • What is Customer Service? It starts with what good service is from the customer’s view point.. It is what you do, how you do it, how well it must be done and proving that you can do it again.
  • Remember…..your problems are not the customer’s problems

Handling Difficult Customers

  • ……..”Complaints are like knives that either serve us or cut us, as we grasp them by the blade or handle.”
  • Steps to successful complaint handling
  • Put the customer first………go that extra mile
  • “Wow” the customer with service excellence
  • Give service that goes beyond what the customer expects

Stress Management

  • Examine the major causes of stress, especially job stress
  • Techniques for Stress management

Time Management

  • Time Robbers
  • Delegation

The Fish Philosophy

  • The Pike Place Fish market is about energy that is so infectious, business people spend their lunch hour just watching the action and absorbing the energy.
  • This philosophy will help to inspire those with whom you work to see that they have the power to create a more interesting, playful, profitable and energetic workplace for themselves…………..

Benefits of Fish…….

  • To energize staff
  • To improve customer service
  • To increase sales
  • To increase creativity
  • To create a more worker-friendly environment
  • To attract and retain the best employees

Problems which Fish might solve

  • Recruiting and retaining the best talent
  • Will make your organisation more attractive to the talented worker
  • Increases energy and morale
  • Stress reliever
  • Attitude and Accountability
  • Creativity and innovation
  • Teamwork and engagement

4 Concepts are evident in the Fish Philosophy

  • Play
  • Make someone’s day
  • Be there
  • Choose your attitude

Adopting the Fish Philosophy in the workplace

  • Revisit the Mission Statement of the Company
  • Absenteeism??? To examine the effects of absenteeism on other staff – abuse of sick leave – staff need to consider that frequent absenteeism lowers morale and management losses confidence in the individual
  • Job hopping – important to remember that working in a good environment is rewarding : we will examine ways in which to discourage the above
  • Encourage staff to broaden their knowledge
  • To be innovative
  • To look for new ideas
  • To multi-task
  • To look for opportunities to enrich and embrace the organisation that you are working in
  • Accountability (doing away with the “not my job” syndrome)

Management want a dedicated staff!!