02.01.T01-PRR — Pre-Reading Reflection: Service Improvement Nuggets

Taking Stock Before You Begin

Service Improvement Nuggets explores practical workplace behaviours that influence the quality of service provided to customers, colleagues and other stakeholders.

Before you begin reading the Guide, take a few moments to reflect on your current experiences and expectations regarding service improvement.

There are no right or wrong answers. The purpose of this reflection is simply to establish a starting point for your learning journey.

Looking at My Current Experience

What does quality service mean to you?

What examples of excellent service have made a lasting impression on you?

What made those experiences memorable?

What examples of poor service have frustrated or disappointed you?

What effect did those experiences have on you?

Reflecting on My Workplace

How would you describe the quality of service currently provided in your workplace or area of responsibility?

☐ Very Poor

☐ Poor

☐ Fair

☐ Good

☐ Very Good

Why did you select this response?

What service-related challenges concern you most?

Which workplace behaviours do you believe contribute most to poor service delivery?

Which workplace behaviours do you believe contribute most to excellent service delivery?

My Personal Contribution

What do you believe are your greatest strengths when serving customers, colleagues or other stakeholders?

What aspects of your service delivery would you like to improve?

What habits or behaviours sometimes prevent you from providing the quality of service you would like to provide?

Looking Ahead

As you begin this Guide, what do you expect to gain from Service Improvement Nuggets?

Which service improvement issue would you particularly like this Guide to help you understand better?

What would you like to be doing differently by the time you complete the Guide?

Before I Begin

What one commitment are you willing to make as you work through this Guide?