Module Outcomes
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Identify and commit to shared standards for interacting with customers.
- Understand the philosophy behind the standards and why they are important. (Success, profit, security, achievement).
- Have a clear evaluation of their own performance.
- Describe clear commitments that they have made to change their behaviours.
- Provide a direct and honest description of how they are currently, maybe unknowingly, undermining the standards.
- Feel a collective responsibility for the standards.
- Clearly understand the benefit to them as individuals of meeting the standards (success, achievement, satisfaction, pride, dignity etc.)
- Give each other permission to police the standards amongst themselves.
- Achieve greater self awareness.
- Have a shared understanding of the standards of approach and behaviour required.
- Collectively agree the standards and identify where they currently are not being met.
- Recognise the reasons for any identified lowering of standards.
- Commit to adopting the standards and take personal responsibility for them.
- Develop clear behavioural change plans for each individual and adopt the ‘buddy system’ support to implement the changes.