CUSTOMER SERVICE THAT ASTONISHES focuses on the critical role of employee engagement and exceptional customer service as a competitive advantage in the business landscape.

Great customer service built on a foundation of high employee engagement isn't a revolutionary concept. More companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well.

Saturday, June 7, 2008

6E's for Easier Implementation

I recently visited a website devoted to developing Character Communities (http://www.charactercommunity.com/), a significant initiative in the schools and businesses in my local community.

The thing I was struck by was the many similarities between developing a Character Community and developing a Customer-Focused organization. I guess that's because both are based on a clear vision of what kind of culture you are trying to build.

I thought I would share a list of 6E's developed for emphasizing character in schools.

  1. Example: The way we behave provides examples

  2. Explanation: Character development is not a program of do’s and don’ts but rather a dialogue to gain understanding and appreciation of the benefits

  3. Exhortation: This is about urging and praising desired behaviours

  4. Environment: This is all about relationships, which provide safety, synergy, and a stage for achievement

  5. Experience: Providing students with experiences and reflections that would balance the bombardment of experiences from media and entertainment

  6. Expectation: High expectations for students and staff
These are the 6 steps being used as strategies to build character throughout our local schools. If we keep these 6E's in mind, we will be well served in developing our own culture as well.

Cheers!

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