Service Leadership resources
Here you’ll find powerful knowledge and tools that will help you determine the health of your organization’s service culture.
Books
The Service Leadership Program is based on two books by the program facilitator, Dr. Mark Colgate: The Science of Service and 8 Moments of Power.
The Science of Service
When it comes to customer satisfaction, consistency is king—not the customer.
While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business—from cash flow to profitability and share price—most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME mode (Framework, Accountability, Moments and Endurance) companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear and memorable manner.
Colgate’s model demands effort, innovation, practice and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’re proving difficult and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
8 Moments of Power
As a leader, have you ever wondered why your organization can’t seem to get it right? Or why your teams, smart and capable as they may be, aren’t able to work together to solve problems or meet company goals? Mark Colgate’s 8 Moments of Power is the missing piece for those hoping to orchestrate a change. Through effective coaching, Colgate contends, organizations learn to set their direction, communicate intent and describe desired values.
With these strategies set, everyone – regardless of the level or position – will see and enjoy the benefits of an improved organization.
Coaching
The key to elevating a service culture is coaching.
There is a symbiotic relationship between service excellence and coaching. The secret behind executing great service every day is taking a holistic approach to coaching: leaders will grow their team for technical, mental and physical skills.
We coach for personal growth and organizational accountability.
The 3Rs
What are the 3Rs?
Science shows that customers are looking for 3 things in every interaction. These can be summarized in 3 service values: be reliable, be responsive and build relationships.
What is the right order of the 3Rs?
Research into customer service means not only that service can be broken down into the 3Rs but also that they come in a particular order.
The Service Leadership Program is built on these 3 simple and effective values to guide the behaviour of employees.
Moments of Power
Moments of Power are principles which, when implemented, enable you to deliver on the 3Rs and deliver great service consistently.
By understanding these 4 moments and acting on them when they arise, organizations increase the probability that customers will return, refer and recommend. Moments of Power are based on research on social psychology, behavioural science, psychology, neuroscience and business.
Power of Context
Context is about how to change someone’s experience by restructuring what they think, feel or see.
Power of Expertise
Expertise is about the employee who owns the customer experience, and who is always reliable and responsive.
Power of Relationships
Relationships are about how to personalize the experience.
Power of Problem Handling
Problem handling is about how to handle customer problems successfully.