Living Service: How to Deliver the Service of the Future Today

Chapter 1. Developing a Living Service Culture

Let’s start with what we call a service mindset. Imagine this: your 15-year-old daughter has exams coming up. She has been working hard throughout the school year, but a few weeks ago a bout of tonsillitis meant that she missed a number of classes and she is now struggling to catch up. As the exam dates loom ever closer, the extra stress this creates makes it even more difficult for her to grasp the missing knowledge she needs. She has told the teachers of her difficulties, but they have been instructed that they must continue to follow the syllabus during timetabled class time, to ensure that all the examination areas are covered by the end of the academic year. Then one day she comes home and tells ...