How To Maximize Employee Engagement, Employee Commitment and Customer Service Focus With The Three “I”s Of Best Practice Training and Development.

My previous three posts in the Small Business Training and Development series identified The Three Deadly Sins Of Omission in the training and development of the employees in your small business.

I also described the antidote - The Holy Trinity of Employee Contribution to Business Results:

1. Maximize employee engagement
2. Compound employee commitment
3. Cultivate a customer service focus

Now that you know where to focus your small business training and development time, energy and money, you need to know what the three “I”s are and how to use them to turn knowledge into results:

Apply The Three “I”s Of Best Practice Training and Development To Maximize The Impact Of Your Employee Engagement, Employee Commitment and Customer Service Focus

1. “I“ #1:  Identify
2. “I“ #2:  Intensify
3. “I“ #3:  Integrate

Employee Engagement

1. Identify the professional roles in which your employees can perform most
   powerfully with the least effort as indicated by their Talent Code™
2. Intensify the time and energy they spend developing their natural talents into strengths - the path to true employee engagement
3. Integrate their Talent Code™ and unique Motivation Code™ into their daily work practices to access their Peak Performance Zone™

Employee Commitment

1. Identify the unique Motivation Code™ (identify and prioritize the core values) of each employee - their values are what REALLY motivate them
2. Intensify their motivation by aligning their unique Motivation Code™ to your
   company’s Motivation Nexus™ (the meeting point of your values and their values) for sustainable motivation
3. Integrate their Talent Code™ and unique Motivation Code™ into their daily work practices to access their Peak Performance Zone™

Customer Service Focus

1. Identify exactly whom each employee serves - internal or external customers. Establish metrics to gauge their level of success with customers
2. Intensify the application of what they do well in customer service and manage around their weaknesses as identified by their Talent Code™ and Motivation Code™
3. Integrate their Talent Code™ and unique Motivation Code™ into their daily work practices to access their Peak Performance Zone™in all aspects of their work, including customer service

Maximized Manager

If you want to accelerate your business results you must maximize your return on your small business training and development. Your number one goal must be to develop in your people the knowledge, skills, attitudes and systems to accumulate confidence, strengths and skills to manage themselves, their talents, their motivation, and their relationships with your customers and clients for maximum career acceleration for themselves and maximum business results for you.

Small Business Training and Development Deadly Sin of Omission #3 - Failing To Develop A Customer Service Focus

A strange myth about customer service persists in some organisations … that employees who do not directly serve external customers are not in need of customer service training and development.

The fact is that every manager, every employee, every small business owner serves customers – either external customers or internal customers.

And the evidence is clear that of a dozen or so commonly used Quality Management practices, only three have been shown to consistently impact business results:

1. Employee engagement
2. Employee commitment
3. Customer service focus

Customer service focus can be both trained and developed by expanding knowledge, capitalizing on and developing attitudes and values, extending skill sets, and establishing appropriate, context specific systems and practices.

So, you need to seek and find a small business training and development provider who can show you exactly how to connect your business results to your customer service focus by implementing a system like the K.A.S.S.™ system employed exclusively by LeaderCoach clients.

How to overcome the three deadly sins of omission in training and professional development

What you require is a training and development provider who can teach you how to break the cycle of the sins of omission by engaging and applying The Holy Trinity of Employee Contribution to Business Results:

1. Engagement
2. Commitment (which arises from values alignment)
3. Customer Service Focus

Call our office now to schedule your FREE 30 Minute Phone Strategy Session and take your first step to maximizing your professional performance and accelerating the results of the people you manage. Call +61.2.8850.6834.

To win at work small business owners must be true to their values, just like employees.

Recently I’ve been asked by several would be small business owners how they can choose the right business for themselves. Here’s where I suggest you start - with yourself!

Ask yourself these questions and take the time to reflect and then write down your HONEST answers:

1. What are your primary natural talents?

Your best skills and strengths come from your natural talents. Do you know your Talent Code? The more you can work from your talents the more productive you will be.

2. What do you value?

Your values are your inner motivators and you need to build them into your life every day in order to keep yourself motivated. Check out Twelve Top Reasons to Know Your Values. Have you cracked your Motivation Code yet?

Have youdiscovered your hidden value?

If you are like the rest of us you will have within you a hidden storehouse of treasure that you can bring to your business. Pick up this free eCourse to help you find your hidden value.

3. What are your existing skills?

Are you great at practical, hands on tasks like making or fixing stuff? Are you good at working with numbers or information? Are you a techie person? Do have have great people skills? Are you friendly and helpful on the phone? Can you imagine yourself in a specific role, working from home?

Do you have a big picture of how your products or services meet a need in the marketplace AND a picture of all the small things you need to do to make it happen?

Are you ready and willing to expand your skills?

4. Are you equipped to be self employed?

What knowledge, skills and mind sets do you have about running a small business? Do you understand the legal, financial and taxation responsibilities? Who would use your services? How will you let the world know your services exist? Online, offline, both? Would self employment suit your personality and lifestyle?

Are you willing to learn new knowledge, skills and mind sets to ensure your success? Are you willing to take on a mentor? What criteria will you use to choose a mentor so you don’t get ripped off?

Who will be your mastermind partners and how will you mutually serve each other?

Will you surround yourself with positive, supportive people? Are you willing to read and listen to inspirational messages? Get your FREE Mini Motivators here.

Do you have the skills and strategies you need to manage your time, money and energy effectively so that you can avoid burnout and overcome overload?

And last, but certainly not least, are you willing and able to serve your customers or clients with a genuine can do and will do attitude? Are you someone your customers can trust to deliver good value?

I do hope this helps to jump start your thinking and wish you all the best in your quest to win at work AND be true to your values.

Customer service focus: essential to excellence in professional performance

In previous posts I’ve identified two of the three dimensions that are essential for you to win at work without sacrificing your values:

• Engagement of your talent code
• Meaning, which stems from values alignment, your unique motivation code

In this post I’ll give a quick overview of the third:

• Customer service focus.

 Your customers or clients might be internal or external, individuals or corporations, paying or non-paying (as in community service clients)

Your customer service knowledge and skills may be expanded by training, strengthened by practising, or adjusted to meet changed needs or circumstances.

Your customer service attitude however cannot be improved by the above methods because it stems directly from your values. Your attitude can change if you CHOOSE a suitable path of integrated personal and professional development, which is based on your unique motivation code AND the aligned values of your employer.

Your customer service knowledge, skills and attitude can be maximized if:

• your personal values are service oriented (it’s not about you) AND
• your employer’s values behind their customer service practices are service oriented

The points I’ve just made have one thing in common - values alignment. We can conclude that identifying and prioritizing your core values (your unique motivation code) is essential if you want to excel in each of the three dimensions of winning at work: Engagement Meaning Customer Service Focus

Do you know how to identify and prioritize your values, how to crack your unique motivation code? Post your comments, questions or suggestions in the comments box below.

Next post: Value Your Life, Live Your Values - Why you need to live your values in order to win at work and avoid burnout