“He was inspiring, highly focused, adaptable to what we needed and humorous”
One of the questions I ask during my Delivering Customer Service Excellence course is “What are the functions of your job?” Most people answer with the obvious responses like: answering the phone, taking payments, making appointments, filling out paperwork, etc… Then I ask, “What is the essence of your job?” This, it appears, is a considerably tougher question to answer. I suggest that the essence of anyone’s job is to communicate with others and further relationships. Unfortunately, most people are so tied up in the functions of their jobs, or as Stephen Covey more poetically calls it: “the thick of thin things”, that the functions win over the essence of our jobs.
To this end, I engage my participants to engage in exercises that reveal the essence of their jobs, so that they are reminded of why they were hired to work with people in the first place. At times, this can be a challenging experience, as this course participant found…
I learned the most when we were asked to dissect our job description/procedure systematically in order to discover were we could evolve. At this stage, I will be most able to apply how to effectively deal with the particular character types that I am likely to encounter. Additionally, where we see ourselves reaching next.
Most challenging was breaking down our job description/procedure. We have to complete our full procedure breakdown… although this will always be continually evolving!
This is a course that adapts to your organisation’s needs. The course is very inspiring, fun, intense (in a positive way) and most of all therapeutic. Rod Solar was inspiring, highly focused, adaptable to what we needed and humorous.
Practice Manager, London