So welcome to creating a culture of customer care with me, Steven metha less than one, why do you want to change your team culture? So what is the team culture? And why should you care about it? So one way of thinking about it is it's the way things are done around here. Another way to think about it is it's behavioral and social norms. So it's what you expect people to do within that particular environment.

It's the sum of lots of individual behavior. So add together, all the lots of bits of behavior that you'll see people doing. That creates the culture. And importantly, it influences what your team does. If you want a bit more description of culture, then by all means, go back to the base module, the base course and you can have a look at that and a bit more an explanation. About how cultures work.

So remember from that base module, people will already bring with them certain beliefs, values, ways of thinking. And these are from their parents, their grandparents, friends, relatives, what they've seen on television on the internet's books they've read, and importantly, their DNA, the things they've inherited from their parents. So all of these contribute to ways of thinking and behaving. But importantly, individuals will also be influenced by others in real time. So when they come into your team or your organization, they will be influenced by what's going on there. And you're trying to leverage that to influence their behavior and create a specific culture.

Of course, you can't do anything about their genes. You can't do anything about what they've done in the past, but you can have an impact upon them. influences that they experience within your team. Now, throughout these culture change courses, we've been talking about three steps to call to change. And here they are. The first one is that you need to understand what culture you want, and why.

So identify the culture you need and why you want it. Secondly, identify the behavior that will create the culture you're looking for. So don't forget that culture is made up of lots and lots of different behaviors. So identify the specific behaviors that you're looking for, that will generate the culture that you need. And finally, identify what you can do as the manager, leader supervisor to influence that behavior. So what sort of culture Do you need and why?

Well, of course, they course is about customer care. So we're going to assume that you want to create a culture of customer care. In order to do things like reduce complaints, maybe increase customers levels of satisfaction. increase the number of customers you have, increase your market share, to maybe change your business model from maybe just thinking about cost or price to one that is able to charge a little bit more, because you are known for your superior customer service. Maybe you have a set of company values. As an organization, you might have some company values that you as a team need to live up to.

Now it's time for an exercise. Why do you think it's important to change your culture to be one that's more customer focused culture of customer care. So please download the exercise sheet and jot down the answer to these questions. First question, why do you want to change your team culture around customer care? Why'd you want to do that? Secondly, what has happened recently that's prompted you too want to change the culture?

So what has happened recently, that's prompted you to want to change the culture. And finally, what are the potential benefits to you and your team have this call to change? So pause this video now and have a go with that exercise.