Welcome to today's session of #HRwithEM, a weekly #TwitterSession #TweetChat to connect, learn and share career development tips, employee experience practices, as well as resolve burning #HR issues and/or questions.

Thank you to everyone joining us this evening. Please identify yourself and the location you are joining from, so we can acknowledge you properly. #ServiceOrientation #HRwithEM

Feel free to tweet your question(s) at me with the hashtag #HRwithEM as the session is going on, and I would respond to all at the end of the session. Also, don’t forget to RETWEET all tweets for the benefit of your audience in order to extend this #KnowledgeSharingSession.

Today's #TwitterSession would focus on summarising my presentation at the #StandoutAcademy organised by The Youth Service of All Saints' Angkican Church, Yaba titled #ServiceOrientation. #HRwithEM

#ServiceOrientation is the ability and desire to anticipate, recognize and meet others’ needs, sometimes even before those needs are articulated. #HRwithEM

Service oriented people focus on providing satisfaction and making themselves available to others. #ServiceOrientation #HRwithEM

#ServiceOrientation has also been defined as the psychological manifestation of the belief that customers and their perspectives are of the highest value and consequence in an organisation. #HRwithEM

To be ready and relevant in the #FutureofWork and more especially as we go into 2020, #ServiceOrientation is now critical as predicted by @wef. #HRwithEM

Great service can increase: loyalty, revenue and profitability. #ServiceOrientation #HRwithEM

There are 5 keys that are critical to developing a service oriented mindset. #ServiceOrientation #HRwithEM

1. Putting yourself in the shoes of the customer. #ServiceOrientation #HRwithEM

2. Building a relationship with the customer. #ServiceOrientation #HRwithEM

3. Being generous by going above and beyond in meeting customers needs. #ServiceOrientation #HRwithEM

4. See each customer complaint as an opportunity to win the customer over, and shine. #ServiceOrientation #HRwithEM

5. Line managers should create the appropriate environment - leading by example - treating internal customers (employees) well, as this will reflect in employees behaviour to external customers. #ServiceOrientation #HRwithEM

#ServiceOrientation applies to both customer and non-customer facing employees. We are all sales persons selling services to clients at different level. #HRwithEM

How then do you remain service focused when faced with a difficult and annoying client or customer? #ServiceOrientation #HRwithEM

Step 1 - Adjust your mindset and determine to help the customer resolve whatever challenge they bring to your attention. #ServiceOrientation #HRwithEM

Step 2 - Listen actively to the customer removing all distractions. #ServiceOrientation #HRwithEM

Step 3 - Repeat the customer concerns in order to confirm your understanding of the challenge. #ServiceOrientation #HRwithEM

Step 4 - Be empathetic and apologise for the pain the customer is going through. #ServiceOrientation #HRwithEM

Step 5 - Present a solution that would address and resolve the customers challenge. #ServiceOrientation #HRwithEM

Step 6 - Take action and follow-up to ensure that the customer is satisfied with the resolution. #ServiceOrientation #HRwithEM

Step 7 - Use the feedback from a customer complaint to improve your process and procedures. #ServiceOrientation #HRwithEM

How do you develop a service oriented sales culture? #ServiceOrientation #HRwithEM

Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience. @PeggyMorrow #ServiceOrientation #HRwithEM

Be very clear about specifying the behavior that employees are expected to deliver, both with external customers and their coworkers. @PeggyMorrow #ServiceOrientation #HRwithEM

Explain why giving excellent customer service is important - not only for the company, but for the world. @PeggyMorrow #ServiceOrientation #HRwithEM

Create ways to communicate excellent examples of customer service both within and outside the company. @PeggyMorrow #ServiceOrientation #HRwithEM

Indoctrinate and train everyone in the culture as soon as they are hired. @PeggyMorrow #ServiceOrientation #HRwithEM

Encourage a sense of responsibility for group performance. Help employees see how their performance affects others. @PeggyMorrow #ServiceOrientation #HRwithEM

Establish policies that are "customer friendly" and that show concern for your customers. @PeggyMorrow #ServiceOrientation #HRwithEM

Remove any employees who do not show the behavior necessary to please customers. @PeggyMorrow #ServiceOrientation #HRwithEM

In conclusion, "He who cannot serve cannot lead. It is by being a servant that you recognize that followers also have needs. True leaders are service oriented!" - Israelmore Ayivor #ServiceOrientation #HRwithEM

We have come to the end of today's #HRwithEM #TwitterSession on #ServiceOrientation.

I look forward to having you again next week, same day, same time!

Thank you to everyone who contributed in making this #TwitterSession a success. #ServiceOrientation #HRwithEM

Keep sending your burning #HR question(s) to enmichael@enmichael.ng, and join me every Saturday at 4pm WAT | 4pm UTC+1 to learn how I would handle such a situation.

Have a beautiful weekend! #ServiceOrientation
#HRwithEM

For career tips and my thoughts on career development and current people management issues, please check out my latest blogpost on enmichael.ng #ServiceOrientation #TweetChat #TwitterSession #KnowledgeSharingSessions #HRwithEM