• Referring to our (values and behaviours) framework, make a note of one area where you have seen this being demonstrated well on a day-to-day basis within your wider team and the impact this had on you.
• On reflection is there an example of where a values-based behaviour is not being demonstrated well and the impact it has had on you. Consider the impact that the lack of this values-based behaviour being demonstrated could be having on your team and customers too.
Customer experience Think about a time when you have been frustrated by the service levels you have received from a company you deal with in in your personal life, for example a utility, phone or internet provider, local council, bank. What was it about it that made it so annoying, any of these? Being passed from person to person until they can find someone who can help Having to repeat my issue to more than one person Getting mixed messages or instructions Feeling like I don’t matter, I’m just a number They don’t take the time to listen and fully understand Not keeping me up to date What they say they will do, they don’t do When they say they will be back in touch, they’re not Hiding behind company processes even when they don’t work “It’s just how we do things” Poor attitude and sometimes even rude behaviour
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