I have been conducting assistance training courses throughout Thailand in hotels, hospitals, education institutions and retail businesses for many years. Often, I have received questions from supervision and owners of how to make employees have more assistance mind, how to make staff have good behavior in servicing guests or how to make citizen be able to deliver perfect service.
My answers have never been short, however, in brief, I wish to say that assistance excellence could be proceeded with a well-thought straight through procedure, perfect implementation and sufficient monitoring and corollary up.
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In this article, I like to touch first on "service mind" and "service behavior" for a clear and good understanding, because they are the core of assistance foundation.
I believe some citizen are born to be assistance minded and many citizen are trained to be. For the "born to be" ones, these citizen just like to serve, to help, to make others feel comfortable and they will be very happy when others are happy. They are the citizen who have "mind" to "service", that's why they are "service minded people". This type of assistance is purely from a good heart. However, the citizen who have a mind to assistance may not all the time come with the "right behavior".
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"Service behavior" is the right and relevant behavior in the field. Many citizen do not have good behavior because they lack of life institution in their manner and lack of experience. Therefore, training is very prominent to make citizen understand what kind of "service behaviors" are unbelievable for guests. Most of citizen who have" assistance mind" have no question to accept the right "service behavior". However, some of the assistance minded citizen are not that fast in adapting the behaviors that are unbelievable in this generation. Let's take a hospital as an example! We all know that hospitals right now would like to be more international and want to upgrade their services, so good "service behaviors" are demandingly unbelievable especially from many high profile patients.
As mentioned above, I have conducted assistance training policy for many hospitals. Many staff and nurses love to help patient, but they may not legitimately speak nicely, and some of their manners are not good at all. They are truly there to help, but not be there to give good service. From my active training research, many citizen in most hospitals believe that "help and service" are separated. So, by training nursing people, I have to focus on manufacture them understand that - to truly help a patient, their assistance must be a kind of spiritual service. I mean that the assistance must come with the right behavior because the right behavior has a great impact to the patient's mind, relax and confidence.
In a short conclusion: To train citizen to be "service minded", the educator must be very sharp and use spiritual motivation techniques and also to emphasize at all times that the training is for their own improvement first. Because if the staff are not good, no way that the organization is going to be good. With confident and motivating training sessions, employees may moderately start to convert and come to be more a "service minded" person. Repetitive behaviors will convert citizen minds in most cases.
Finally, I like to add the prominent thing that; most staff are very motivated and wishes to assistance with the right behavior after the training session. But do you know the theorize why many employees lose their motivation to behave rightly day after day or even hour by hour.
I will tell you here: We train staff how to greet guest properly with smile and treat citizen with respect. But their supervision hardly smiles and approximately never greets staff first! Many times supervision not even responds to employees greeting. Moreover, most of the times, supervision never treat employees with respect. So, if the managers cannot or/ and are not willing to do, how the managers expect their staff to consistently do it. This fact is all the time the "number one" assistance failure at most associates I know. It is so easy for managers to watch other and criticism others! Why the managers never think what the staff wants out of them; legitimately all staff want a role model, want spiritual keep from their managers. That means managers must be a good example, not just a good commentator.
In my next article, I will start giving the reader bit by bit idea of how to achieve assistance excellence in an organization.
© Nate-tra Dhevabanchachai, normal Manager, Salaya Pavilion Hotel and Training Center, Mahidol University International College (www.salayapavilion) and Honorary Director of Mai-Bs (Thailand) firm Limited, a hotel and resort consulting and training firm http://mai-bs.com
aid Mind, Behavior and How to Be excellent
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