Congruence of Knowledge, Skills and
Values
Exceptional customer service requires more than
knowledge. It also involves attitudes, values, and beliefs. The
Customer® Program helps people evaluate their actions
and behavior, and identify the gaps – or incongruence – that cause
conflict, stress, poor performance, and/or stifled productivity.
When each of these dimensions are in congruence, achievement drive
is released and new levels of loyalty, synergy, and
self-satisfaction result.
Customer Service Model - Having a
clear understanding of who your customers are, what their needs are
and what has to happen in order to satisfy and exceed their
expectations.
Skills Development - Understanding
and developing the skills necessary for success in your job role
and being in a continual training process to further develop and
enhance these abilities.
Values and Attitudes - Possessing a
sincere desire to serve your internal and external customers, do
your job well and contribute to a positive, synergistic, productive
team.
Commitment to Activities - The
willingness to assume full responsibility for carrying out to the
best of your abilities your job activities - to understand their
purpose and how they impact overall productivity.
Purpose of Organization - Having a
clear understanding of the overall mission and purpose of your
organization, and believing it generates value for your customers
above their expectations.
