The world spins on service
The world spins on service
Here at MGI we understand that every aspect of service determines the quality of how we live and work, and that is why we believe the world spins on service. We’re all aware of the importance of good service and that every organisation claims to prioritise it. Considering this, do we truly connect with just how important service really is and how it affects every aspect of our lives?
Good service enriches our lives, propelling us to live a positive, more efficient and satisfying life, whereas poor service can hinder and frustrate us. When we are limited by poor or non-existent service, how our world is spinning can be seriously impacted resulting in potential disappointment and heightened negative emotions, as well as losing us time, money and opportunity.
Good service is essential to both our personal and professional worlds spinning in the right direction. In both worlds we can play two roles; whenever we interact with another person, we can be either a service giver or a service receiver. Let’s consider for a moment how well you play either of these roles, and how positively or negatively you influence how well your world spins.
In everyday conversations, service, particularly poor service, can be a hot topic. We readily evaluate and share the service experience we receive, whether in conversation or on social media and consider good service to be both an expectation and a right. When you reflect on how well or how badly your day went, do you connect specifically with the fact that how well you give service or help yourself to service has a major impact?
Service touches every aspect of our lives, from shops to restaurants, utility providers to broadband providers, childcare to schools, trains to buses, GP surgeries to the emergency services. That is why the world truly does spin on service. Consider the service you currently receive from some of your most important personal resources such as your bank, GP, maybe your children’s school, your dentist, a plumber or electrician, or your broadband provider. How do they measure up?
If your relationships with most of your key resources are satisfactory, life tends to flow more smoothly, and you are much more likely to get things done more efficiently. Of course, when service is poor, the opposite can be true.
To ensure that our worlds spin on service we need to have the skills to be the best service providers we can be, as well as the skills to be a better customer, passenger, patient, guest or tenant. Mastery of these skills will lead to a greater likelihood of everyone enjoying happier and more successful, harmonious interactions.
If we apply these principles to our professional lives, we can see how important it is to excel in our service towards our colleagues, customers and everyone we interact with at work. Having a positive, solution-focused mindset and the right language to communicate that mindset to others whatever comes our way will ensure that we are in the best position to take ownership and responsibility and truly make a difference.
MGI operates under the guiding principle that “everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you” (Mary Gober). We work with organisations all over the world to equip their people with the tools and skills they need to ensure that everything they think, feel, say and do is a service and not a disservice when interacting with their customers, suppliers and each other. Having this mindset helps to provide excellent service to others as well as helping ourselves to deliver good customer service when we are the customer.
Take a look at our Case Studies to see how our Mindset, Language & Actions Toolkit is making a difference to our clients from different sectors and industries around the world.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Eight essentials to improve customer satisfaction
At the heart of driving high levels of customer satisfaction, we’ve identified eight factors that serve as the foundations of a customer-focused culture. Concentrating diligently on these will provide you with a road map for determining the customer centricity of your organisation and whether the foundations for excellent customer satisfaction are in place. Check out […]
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Six Steps to Confident Conversations for Managers and Teams
Being confident and positive in conversations with colleagues, customers, suppliers and stakeholders will help to manage any situation that arises in a constructive, appreciative and empathetic way. The ability to manage any workplace conversation efficiently and appropriately will ensure a more enjoyable and productive working life, allowing everyone to thrive and achieve their goals and […]
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Four important productivity characteristics of Customer Service teams
There are many ways to enhance productivity at work. At the heart of every organisation, whether for profit or not, productivity is of course critical to ensure goals are achieved in the most effective way. From our work with clients all around the world we have identified four important characteristics found in highly productive Customer […]
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Guide to assess your listening skills
If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]
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Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.
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Information Guide: How to ensure long-lasting impact from training
We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]
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Assessment tool: Do your people have an Optimal Mindset?
Use our checklist assessment tool to find out whether your teams are displaying a positive, motivated and optimal mindset in their day to day activities and whether they are equipped to deliver great service, collaborate with others in the team and contribute to excellent outcomes every time. This will help you to gain invaluable insight […]
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Checklist: Do your people demonstrate Ownership & Responsibility?
Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder? Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]
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Assessment Guide: Management Training Needs
Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]
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Assessment tool: 12 Questions to ask your customer service team
How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]
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eBook – How to Excel at Customer Complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]
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