Corporate Culture Building the Service Foundation

As the saying goes, "You can't create the cathedral before you build the foundation." That's why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is "Corporate Culture." It's not some rare disease, but your workplace "culture" can be positively or negatively infectious as it relates to customer service. In this course, you'll get the basics about corporate culture, and how it impacts service. You'll be able to identify on-the-job issues that are barriers to service excellence. Simple, but effective, exercises will enable you to differentiate between a healthy corporate culture, and an unhealthy one. At the completion of this course, you'll be able to develop a step-by-step action plan that sets the tone for an organization that prides itself on quality service. Finally, you'll gain the know-how to be a dynamic force within your own division, team, or group culture. By learning to strengthen the internal environment, you'll increase commitment to service, boosting performance, productivity, and ultimately, success.

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Front line staff, managers, and team leaders.

WEB

Course Overview|Lesson Overview| - recognize the concept and value of corporate culture as it relates to customer service.|Defining Corporate Culture| - choose the statement that best defines of corporate culture.|The Components of Corporate Culture| - match definitions with components of corporate culture.|How Culture Influences Customer Service| - identify what needs to exist within a corporate culture for it to provide excellent customer service.|Assess Your Corporate Culture| - determine whether a given organization has a service-focused corporate culture.|Lesson Overview| - recognize the value of discriminating between a healthy and unhealthy workplace culture.|Uncovering Service Barriers in the Workplace| - identify examples of customer service barriers within an organization.|The Effects of Organizational Openness| - identify how organizational openness effects the development of a customer-centered culture.|The Effects of Organizational Inflexibility| - identify examples of the signs and symptoms of organizational inflexibility in a given scenario.|Lesson Overview| - recognize the benefits of developing a cultural action plan.|STEP 1: Review Service Impact Issues in Your Culture| - identify examples of service impact issues in a given scenario.|STEP 2: Take the Change Challenge| - implement the changes needed to quickly remedy service impact issues in a given scenario.|STEP 3: Accept Issues Beyond Your Control| - identify examples of organizational issues that are beyond a given person's control.|STEP 4: Communicate Cultural Concerns| - determine if the process for communicating cultural issues was applied in a given scenario.|Lesson Overview| - perceive the value of developing a strong culture within your work group.|Revisiting the Company Vision and Mission| - determine whether a given organization has effectively developed a vision and mission, and the steps to realize the vision and mission.|Assessing Your Current Culture| - identify the criteria that need to be present for a given culture to be considered service focused.|Documenting Your Cultural Standards| - identify examples of items that should be included in an effective document of cultural standards.|

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