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 Recently entering in the words “Customer Service” on a
global search engine, we received the following amazing
statistic….there are 51,800,314 results containing customer service
on one search engine! (2,156,535 hits in Australia!) A quick scan of
the sites highlighted that most of them were linked to people
offering a range of solutions to organisations and communities to
improve the service delivery to their customers.
How is it
then with over 2 million such offers in Australia alone that so many
people still have the challenges they do when seeking assistance
from others?!
A straw poll of our local coffee shop customers
had the following experiences readily available to talk about. We
asked for service examples people had experienced over the past 48
hours and we got:
• Didn’t answer the phone
• Didn’t return my
call as promised
• Directed me to 5 people until I ended back
with the same person who still couldn’t help me
• Attacked me
when I suggested that the fault was in their system
• Told me to
put it in writing as they couldn’t do anything
• Told me to call
back tomorrow when the person who dealt with complaints was back at
work
By the way, the question we asked was simply
can you give us some examples of service you have experienced in the
last 48 hours. We would have been happy with positive stories
too!!
So, we’d like to invite you to tell us what you
are doing that is producing great results for your organisation in
ensuring a consistently high level of service; What correlations do
you have between high levels of EI and service delivery If you give
us permission, we will publish these responses in our next
newsletter so that others can learn from them too.
Please
email us @ info@learningdimensions.com.au
with the heading “Australian Service”.
A bottle of bubbly or box of chocolates will
also go to the person who provides us with the (best) worst service
experience they have personally experienced in Australia,
so please let us know in the email which you’d prefer.
Unfortunately, all too often many Customer
Service “issues” are still addressed by managers or supervisors
sending people on one day training programs to get “fixed”, or give
the team a half day workshop where they are talked at by a
professional on what to do! Truly successful organisations that are
renowned for their service ensure that the values and behaviours
associated with a service philosophy are the key driving factors off
the business. Not rocket science, but for many managers and leaders,
the challenge is how to do this whilst still managing the challenges
of the day to day operation. There are many tools and processes that
can help on the journey, whether it is recruiting for high levels of
Emotional Intelligence (a key factor in high levels of service
delivery) “Moments of Truth” audits, full blown organisational
values or customer feedback surveys or the invitation of customers
to talk with employees about their accolades and gripes.
(As
you are aware, LDI can of course help you in any of these and more
solutions if you need assistance – LDI Marketing
Manager!)
(The concept of “Moments of Truth” comes from Jan
Carlzon ex CEO Scandinavian Airlines) |
| Australians Beware - Talent Drain Hits the UK
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 A new initiative in the UK, the Highly
Skilled Migration Program, allows “talented” people from
overseas to take up roles in the UK more easily. Couple this
with the attraction of higher salaries and greater
opportunities, and could we start to see more of our own
talent being drawn overseas as companies there look at global
talent markets.
A new survey of 1,500 managers, conducted
by the Society
of Chief Personnel Officers (SOCPO) and leadership and
executive recruitment consultancy Veredus,
reveals that this is a significant problem. The public sector
suffers more than private industry, with local government and
the health sector facing the greatest challenges in employing
and retaining able workers. Businesses in the UK are
struggling to find high quality staff at senior level together
and that this, along with the absence of procedures for
managing talent is causing a problem with their ongoing
succession strategies.
Over half of the managers
quizzed (55% in the public sector, and 58% in private) felt
there was a shortage of talent amongst senior staff. 83% of
public sector leaders admitted they have no talent attraction
plan. This figure rises to a staggering 86% within UK local
government. Of the public sector leaders interviewed, 80%
believe their company has failed to put enough effort into
managing talent. Only 13% of these organisations have systems
to fast-track talent, compared to just under a fifth (23%) in
the private sector. Over two thirds (68%) of senior public
sector managers surveyed admitted to relying on “gut feel” to
identify their best performers; and amongst health officials,
this applies to almost three quarters (73%).
Alan Warner, SOCPO Lead Officer for
Talent Management, said: “Talented people are the life blood
of successful organisations. If we don’t ensure that we
recruit, retain and develop the best people, we will struggle
in the future.”
Do you think we are facing the same kinds
of problems in Australia? If you would like to discuss this
question or if you need help with Talent Management in your
organisation, please contact Kevin on (03) 9510 0477 or by email. | |
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| Learning Dimensions presents: PEOPLE BASED
SAFETY |
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Our most recent Hot Topics breakfast was a huge
success with an almost full house braving the chilly morning to hear
Louise Quinn & Dean Cipolla from John Holland Group discuss the
benefits of People Based Safety.
With attendees from various areas of industry,
including construction, manufacturing and training, the group took
advantage of the open forum to discuss the issues faced in their
current role as Safety leaders.
Some of the topics raised included the process
of change within organisations, how to build “People Based” Safety
Programs (see below), how to move from Reactive to Proactive, the
skills required to change behaviours, the John Holland Passport
Program, the hidden benefits, the barriers to change and how to
determine What “Safe” Looks Like within your organisation.
If you would like to learn more about how
Learning Dimensions can help your organisation move towards your
goal of a “NO RISK” working environment, please call our team on 03
9510 0477 or email us to arrange
an appointment with Louise to discuss the future of Safety Training
in your organisation..
How to Build “People Based” Programs
• Determine critical actions for leaders that
will demonstrate the value of safety in the workplace
• Make it
look easy and simple to do
• Build leadership principles into the
safety intervention
• Discover and experience that changing
behaviours is possible |
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| Show You C.A.R.E. – A
Recovery Strategy for Safety |
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| We are all responsible for creating a safer
workplace culture. However, all the systems and processes and
behaviour training under the sun amounts to little if we do
not effectively manage an employees recovery. When an incident
occurs it is imperative that leaders demonstrate that they
genuinely care and take an active role in the recovery
process. Learning Dimensions has developed the
C.A.R.E. model as a
guide. | |
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COMMUNICATE
CONCERN:
• First contact
• Get involved
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Listen
• Avoid Blame
• Demonstrate care
• Ask about
the person and what has been done
• What do we need to do
next?
ACTIVELY CARE:
• Contact
others
• Activate internal support
• Take control of
external support
• “Walk the talk”
RETURN TO WORK:
• Assume this will
happen
• Act towards this goal
• Encourage positive
outcomes
• Be flexible
• Work with external
providers
DISCUSS CONSEQUENCES:
• Assure employee
they will be looked after now and in the future
• No
blame
• Investigate systemic/cultural reasons
• Gain
employee feedback on their experience |
| For more information about our work in the area of
Safety Behaviour, please contact our team on (03) 9510 0477 or
by email or
if you’d like to participate in our special “Safety Network for Results-Oriented Safety
Managers”, please contact us via info@learningdimensions.com.au | |
| Dr Geller’s Top Ten Safety Tips |
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10. Make Safety
Personal
9. Teach
and motivate with personal stories
8. Accompany scare tactics with
action plans
7.
Activate and support success seeking
6. Motivate with positive
consequences
5.
Focus on the process
4. Use behaviour-based
feedback
3. Set
SMART goals (Specific, Motivational, Achievable,
Relevant and Trackable)
2. Use empowering
language
1. Ask the
right question | |
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| The 3 Pillars of Positive Psychology |
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 Martin Seligman, author of globally best selling
books ‘Learned Optimism’
& ‘Authentic Happiness’, is
researching the effects of positive psychology on the lives
and experiences of individuals, organisations and communities.
His construct is that there are three pillars of positive
psychology.
Click here, to read more, or contact us on
(03) 9510 0477 or by email to
discuss how this might be further strengthened in your
organisation. | | |
