Steps to create compassionate service system (1)

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Steps to create compassionate service system

• Idoinspire.com
• Jody Urquhart

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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 for encouraging employees company
  hire corporate motivational speaker.

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Contd

• Even if employees cant 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.

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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.

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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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Thank You!!!

• Idoinspire.com