This phrase resonated to me most when I read Jeff Eilertsen‘s article on Why Building a Strong Service Culture Answers CEO Top Challenges:
But can “reshaping the culture of work” actually address all four top concerns? The answer is a resounding YES. As I work with clients worldwide, I see all four challenges being addressed and answered through the development of a strong and sustainable service culture strategy.
I’ve heard about this type of statement before with many directors or CEO that I met. It confuses me though that these leaders say what they think is right but never apply the essence. I am so fed up with it! We continue to profess the need for change in the organizational culture to promote customer service excellence yet we fail to deliver this within the internal process and relationships. Inside the organization, we admire people with knowledge and skills. Yet, our biggest challenge are the relationships within the team and the inter-department staff. We cling to our ego that we are better than anyone else. We highly compete for who is better or “right” without thinking the purpose of who benefits from our work and how we could serve them better. This is lacking in the internal relationships. And the primary reason we fail to provide excellence in customer service because we can’t even practice it within the organization.
How could we serve others when we can’t help each other at all?!
Does generation gap has to do with customer service? Yes, territorialism mentality is the culprit! This mentality of “let me do my work and you do yours” caused rift, confusion, mistrust and failure to advance, consequently does not meet the service deliveries.