Less than two, what behavior will you see in the new culture and the principles of influencing it? So as we've stated, culture is formed through people's behavior. And behavior is a function of your thinking. So before you do something, the origin of that doing something is in there. It's in your thinking. Now, there's three approaches if we want to change thinking or adjust thinking or influenced thinking, and one is the cognitive another is the behaviorist and another is the social.

So very briefly, we'll just look at what those are and the different flavors they have. Cognitive is where you try to change people's thinking. So you might want to change their rational thinking around the benefits of customer care. So that's really talking to them about the benefits why it's important to That's trying to change their mind really, or influence their thinking around customer care. The next approach is the behaviorist approach. And that's really focusing on what people do not so much what they think that's really about making sure there's rewards for doing the right thing.

And that there's some disincentive for not doing the customer care the way you want to do. And eventually, you're hoping to create good habits. And people then just behave in the way that you need them to in relation to customer care. And the other approach is to think about the social elements of this, and how your team will influence each other. And so that's another way that you can influence people's behavior. Now we're going to look at all three of these are we going to use techniques that adopt all three of these approaches.

Okay, time for another exercise. This is for the second step in our process, what behavior will be needed in order to deliver this So if you think about culture as lots of different behaviors, and what we're trying to do is just isolate all those behaviors, what are those behaviors that we need to be targeting in order to create a culture? So download the exercise sheet and jot down the answers to the following questions. Firstly, what will you be able to observe? So in this new culture, what will you be able to observe? So once you've got a culture of customer care, what will that be like?

What will you be seeing? Secondly, what will you hear people saying, so what will their conversation be? How will that change the way people talk about customers, to customers, with customers, and about customers? So what are you going to be hearing in this new culture? What will people do when they think and no one is watching? So what do you think that will be like when people think that No one's watching the true kind of normal behavior comes out if you like.

So what will people do, even if you're not watching them? Pause this video, have a go at that exercise. And that's important because that will help you to identify some specific behaviors later on in the program. So hopefully you've had a go at that video. If you've not, by all means, pause me now and go back and have a go at that. But here's some suggestions that I've got for you.

So one of the things that I'd be expecting to see would be a welcoming greeting to customers. So if I go forward into the future, and I look at a culture of customer care, I'm seeing members of the team welcoming customers. Hello, how can I help you? Those sorts of things and we'll talk more about that in a moment. Quick to notice customers needs In a culture of customer care, you'd expect to see them listening carefully to the customer. focused on the customer in front of them, helping customers even when not in their area.

So I'm going to talk more about that an experience that I had recently that I wanted to share with you. going the extra mile to help a customer, so true culture of customer care, you'd expect to see members of the team going that extra mile, following up with the customer after the sale, and ensuring teammates demonstrate customer care. So that's more about the social bit that we talked about before. That's more about members of the team, kind of coaching and helping each other to demonstrate that customer care. And I'd also like you to look for some more specific behaviors. You would be able to observe, again, this is something you're going to have to do yourself because you know what sort of behavior you're looking for in your new culture.

So I've listed some of the areas that I'd be looking for, I'm sure you've got some more. So think about what your team would be like when they were demonstrating a culture of customer care. So here are eight influencing factors. So this is step number three. And this is where you start to think about what you can do as a manager, supervisor, leader, to influence your team to do the right things to achieve that customer care that you're looking for. So what sort of things should you be looking to do?

Well, here are some general themes that we'll use throughout this program. First of all rules and expectations. What are the rules and expectations that you're setting as the manager leader telling people about the personal benefit to customer care. So why it's good for them individually, why it's good for their team, their group, their tribe, if you like. So why customer care is good for their team. You might also need to point out the negative outcomes for the individual or group of not caring for the customer.

You want to try and create some social expectations or norms, so that people automatically behave the way that you need them to, to create a customer care environment. And you might need to deal with some beliefs about what's possible. So beliefs about the practicalities of what you're asking people to do. And then the actual practicalities making sure that there's no barriers for people to do what you're asking them to do. And finally, thinking about some habits and unconscious behaviors, that you can start to generate through ritual through everyday things that you get people to do processes that People get used to doing. So we're going to use all of these suggestions in different ways on the rest of the program.