Existing staff need to be developed so that they have the capacity to implement your Service Strategy. This will result in them having the capacity to understand the expectations of their customers and being able to develop appropriate service standards from that understanding.
New staff need to be recruited through processes that identify their alignment with your Service Strategy. This means that the organisation’s recruitment processes must reflect a process that is seeking the best possible people that it can find so that its Service Strategy can be implemented.
Quote from a research participant
Our recruitment policy used to be, “Do you know anyone who has a heartbeat and is available?”. Me, I’d been here 20 years and had never been on any training. I never realised how bad we were until I honestly thought about whether I’d like to be a customer of my own team. My answer was no!
How are staff recruited and developed in your organisation?