Open Space Technology
Issues and Opportunities in Creating a Culture of Service Excellence

Report

Participants:

• Karl
• Daisy
• Henry
• Doug
• Mei
• Veronica
• Joey
• Audrey
• Rachel

• Cherry
• Beth
• Jean
• Christian
• Cindy
• Keith
• William
• Angela
• Forest
• Mabel
• Joanna
• Leila

Notes:

After every shared what drew him or her to the topic, the group settled on the question: Does the smile matter? Is Empathy more important? Being genuine is closer to service excellence than a smile. It is a matter of taking the extra step. The smile is a bonus. It is about relationship development so that the customer feels valued. We must show basic courtesy, acknowledge the presence of a person.

What does it take to be genuine with a customer?

Put in their shoes.

Be yourself

Don’t be concerned about losing face

Avoid ambiguity

It is important to make sure that people enjoy their jobs. An issue imbedded in the topic is there is some people who don’t want to be servants and titles with service in them imply some aspect of subservience. Instead focus on "solution providers". Employees need to know that they are the expert at a given topic and add value to the customer.

Attitude Politeness

Competence - - - - In providing solutions

Expertise on the job

Confidence

"State"

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