Steps to create compassionate service system
Idoinspire.com Jody Urquhart
Steps to create Compassionate Service System •
Do you currently have policies that do not serve customers or staff? These likely serve the organization as a whole, but do they affect the relationship between frontline service people and clients?
• Re-examine them asking, “How does this policy help our employees do their jobs or our clients
get what they want?” Does it help you build a positive, helpful service outlook? If not, consider why you have it in the first place and whether the policy should be changed or made more flexible based on the situation. • Go through different work scenarios and ask, “Can we substitute individual judgment for the
rules in this situation?” • Gradually encourage competent employees you trust to rely on their judgment and solve
problems on their own and company hire corporate motivational speaker.
for
encouraging
employees
Contd… • Even if employees can’t be involved in creating policies and procedures, let them be a part of
their implementation. • For example, a new policy is to have all accounts receivable collected within 30 days. Involve
employees in the implementation (How can we collect those accounts more quickly?). Employees will be the best judges of the answers since they are aware of clients with special circumstances who will require unique approaches. • Finally, always make sure that employees know the
reasons behind policies, rules and systems; they need to understand the rationale to better implement them.
• Often rules get in the way of helping a customer, and employees need to be prepared to
explain and justify them.
Contd… • Employees cannot be part in policy making but make them part of implementation and take
feedback on policy made by senior management.
• Decide how and when you will set rules. Instead of setting them on the spot whenever it seems
necessary, decide in advance what is appropriate.
• For example, rules are often necessary for routine performance to prevent chaos. • If someone comes to you requiring the development of a rule, ask: –
How many people does this directly affect?
• Will this rule help us deal with future situations or is it just creating more paperwork?
• This helps in creating the compassionate service system.
Conclusion • The level of accountability appropriate for your organization depends on how much control
you feel comfortable giving employees. There is a right mix and balance for every organization.
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