National Customer Service Week: The HEART Model, Principle #4


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H– Hear and Understand

E– Expect the Best

A-Act with Integrity

R-Respect Diver­sity

T-Transcend Your­self

We are on the fourth com­po­nent in our “HEART” core val­ues in cus­tomer ser­vice series this week where R means Respect­ing Diver­sity. Let’s talk about respect­ing diver­sity in the con­text of its impor­tance in Synergy.

Syn­ergy. From the Greek word “syn­er­gos,” mean­ing, “work­ing together;” the inter­ac­tion of mul­ti­ple ele­ments in a sys­tem to pro­duce an effect dif­fer­ent from or greater than the sum of their indi­vid­ual effects.

One of the biggest (and per­haps most overused) buzz­words in busi­ness in the last decade is “Syn­ergy“. And for good rea­son. The most suc­cess­ful com­pa­nies are those that are able to har­mo­nize indi­vid­ual tal­ents, abil­i­ties, and dif­fer­ences from within their orga­ni­za­tions towards their objec­tives. But more impor­tantly, suc­cess­ful com­pa­nies also rec­og­nize the impor­tance of involv­ing their cus­tomers, and inte­grat­ing cus­tomer inputs in cre­at­ing and improv­ing their sys­tems and processes.

In the highly-connected busi­ness envi­ron­ment that we oper­ate these days, it is the norm rather than the excep­tion for trans­ac­tions to be con­ducted from sev­eral cor­ners of the world, with cus­tomers from the United States, for exam­ple, being ser­viced by off-site con­tact cen­ter agents in the Philip­pines. There are barriers—mainly lan­guage and cul­ture. But it all works, and works well, because we have grown to respect diver­sity as a way of life.

We speak of diver­sity not just in the tra­di­tional para­me­ters like gen­der, age, nation­al­ity, reli­gion or eth­nic­ity, but entire ways of thinking.

Accord­ing to a recent study by con­sult­ing and pro­fes­sional ser­vices com­pany Deloitte, cul­ti­vat­ing “diver­sity of thought” at your busi­ness can boost inno­va­tion and cre­ative prob­lem solving.

Peo­ple bring dif­fer­ent cul­tures, back­grounds, per­son­al­i­ties and expe­ri­ences to the table — and those dif­fer­ences shape how they think. No one has a monop­oly of all bril­liant ideas, and no sin­gle idea is supe­rior over the other. When we pick out the best of each, we extract the best approach, and achieve our objec­tives most effectively.

In cus­tomer ser­vices, respect­ing diver­sity does not stop at accept­ing that your cus­tomer speaks a dif­fer­ent lan­guage and comes with a per­spec­tive that was formed from half a world away. Sim­ply under­stand­ing that a per­son MAY be see­ing things dif­fer­ently, with an out-of-the-box idea that you would never have seen, can enrich the way we do our work, mak­ing every inter­ac­tion with a cus­tomer a learn­ing experience.

In a world with­out bor­ders, suc­cess comes in respect­ing diver­sity to cre­ate an atmos­phere that allows our dif­fer­ences in world­views to enrich our work, and to ulti­mately come up with a syn­er­gized whole that is greater than the sum of its indi­vid­ual parts.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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