How can you coach service teams to maintain a service-oriented mindset during growth or change?

1 Assess your current service culture

Before you can coach your service teams to maintain a service-oriented mindset, you need to understand the current state of your service culture. How do your service teams perceive their roles, values, and goals? How do they communicate and collaborate with each other and with other departments? How do they handle feedback, challenges, and opportunities? You can use surveys, interviews, focus groups, or observation to gather insights from your service teams and identify their strengths, weaknesses, gaps, and needs.

3 Provide ongoing training and support

Growth and change can bring new skills, knowledge, and tools that your service teams need to learn and master. You need to provide them with ongoing training and support to help them acquire and apply these new competencies. You can use a variety of methods, such as online courses, workshops, webinars, coaching sessions, mentoring programs, or peer learning groups, to deliver relevant and engaging training and support to your service teams. You also need to monitor and evaluate their progress and performance, and provide them with constructive feedback and recognition.

4 Encourage innovation and improvement

Growth and change can also create new opportunities for innovation and improvement in your service delivery. You need to encourage your service teams to embrace a growth mindset, and to seek and share new ideas, solutions, and best practices that can enhance your service quality and efficiency. You can foster a culture of innovation and improvement by soliciting input and suggestions from your service teams, involving them in decision-making and problem-solving processes, rewarding creativity and initiative, and celebrating successes and learnings.

5 Manage stress and resistance

Growth and change can also generate stress and resistance among your service teams, especially if they feel overwhelmed, uncertain, or threatened by the changes. You need to manage their stress and resistance by providing them with clear and timely information, guidance, and resources, and by addressing their concerns and questions. You also need to empathize with their emotions, acknowledge their challenges, and validate their efforts. You can help them cope with stress and resistance by offering them flexibility, autonomy, and support, and by promoting a positive and resilient attitude.

6 Build trust and collaboration

Growth and change can also affect the dynamics and relationships among your service teams and with other stakeholders. You need to build trust and collaboration among your service teams and with other departments, customers, and partners, and ensure that they work together effectively and efficiently. You can enhance trust and collaboration by establishing clear roles, responsibilities, and expectations, by facilitating open and honest communication, by resolving conflicts and issues constructively, and by fostering a sense of belonging and community.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?