VIBE
VIBE - A - Values & Practice
Values & Practice is the first of 3 sections in VIBE. VIBE is made up of 3 units.
1. Live & Deliver Values; 2. Walk the Talk; 3. First Impressions & Body Language  
This session is Session 1 - Live & Deliver Values. 
Coverage
  • What are the values?

  • What do these look like in behaviour?

  • What is the impact of living them?

Unit Video

In this video, Colin explains the unit. Watch it before starting the unit below.

 
Part A - Brand Promise
Reading

Brand promise. Read the article to discover what Brand promise is.

https://simplicable.com/new/brand-promise

https://www.emotivebrand.com/does-your-brand-make-a-brand-promise/

 
Action

Read the home page of the Mosaic website https://www.mosaicgroup.co.uk What is the brand promise?

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Reading

Read the 8 pages on this link to consider the public, private and third sector

https://www.bbc.co.uk/bitesize/guides/zpx7gdm/revision/1

 
Action

Use the attached grid to consider each organisation type. Name a brand/company/organisation that you know in each sector type. Consider the brand promise of that company. How does the brand promise link to the type of organisation that it is? (Private/public/third sector)

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Part B - Company Values
Video

Watch this video or  Click this link

 
Action

What does this tell us about the hotel?

What are their values?

What behaviour told the values?

Click the link, view & print the sheet to complete the questions (PDF)

Click the link, view & print the sheet to complete the questions (WORD)

 
Video

Watch this video 

 
Action

What are the core values in the video?

Click the link, view & print the sheet to complete this (PDF)

Click the link, view & print the sheet to complete this (WORD)

Highlight the values that are Mosaic's from the video.

 
Part C - Values & Behaviour
Video

Watch this video from Love Actually when Rowan Atkinson serves the customer. 

 
Action

If this were Mosaic, what values were being shown?

What has he not quite got right?

What was the impact on the customer?

Complete the values & behaviour grid (WORD)

Complete the values & behaviour grid (PDF)

Answer the questions above and consider the values, behaviour and impact he had. 

 
Action

Taking the 8 principles of customer service culture, consider one way that your company does each area.

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Action

Take 3 of the core Mosaic values and consider these against some the key areas of service culture. In each box explain how the value shows itself in a service culture. Link this to any policy you know helps this.

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Part D - Impact on the customer
Video

Watch this Mosaic video from a customer's perspective.

 
Action

What was the impact on a customer?

What values did he recognise?

What helped him to feel this value?

Take each Mosaic Value listed

  • listen customer;

  • member wellbeing a priority;

  • friendly and approachable.

 

Describe a time you have done this for an external customer. Describe how you have done this for an internal customer/staff member.

Click the link to view & print the sheet and complete it. (PDF)

Click the link to view & print the sheet and complete it. (WORD)

 
Part E - Policies & Procedures
Action

Consider each of these operational policies. Have you read them? Do you know where to find them? How does each one benefit staff? How does each one benefit customers?

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Reading

Read these articles on social media

https://archive.acas.org.uk/socialnetworking

https://www.powerdms.com/blog/six-elements-good-social-media-policy/

 

What is your digital/social media policy? Get a copy of it and read it.

 
Action

Review your digital/social media policy against the key things the ACAS document  and Powerdms outlines as important. What does your policy have to say in these areas?

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Action

Review your digital/social media policy against the key things the ACAS document  and Powerdms outlines as important. What does your policy have to say in these areas?

 

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Reading

Read these articles.

https://everyonesocial.com/blog/need-sample-social-media-policies-here-are-7-to-inspire-yours/

https://www.edp24.co.uk/news/investigation-launched-after-facebook-post-goes-viral-1-4491057

What is the impact on an organisation when social media goes wrong?

What is the impact on staff and customers?

* Note – we do not know the outcome of the Mosaic situation/investigation from this article but consider the impact of posting images.

 
Part F - Legislation
Reading

Read this presentation on how legislation affects customer service

 

Click this link to read the presentation

 
Action

Take each area from the legislation document and consider how you have modelled this.

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Action

List the 10 responsibilities of the employer and the 4 responsibilities of the employee.

Comment next to each one how your employer and you have this in place.

Complete this on the linked sheet

Click this link to view and print PDF

Click this link to view and print WORD

 
Assignment
Assignment

Put together a presentation or an induction pack for a new employee within your organisation using the attached guidance. Base the presentation or induction pack on your own job role.

Look at P29-30 on the attached PDF to understand the assignment.

This will be used as part of your assessment.

Click this link to view and print PDF

You will be expected to demonstrate your knowledge and understanding of the following:

• The aims of your organisation in relation to its sector.

• The ‘brand promise’ of your organisation.

• The relationship between your organisation’s core values and its service culture.

• A list of the different organisational policies and procedures that affect your customer service role and their purpose.

• An explanation of the digital media policy/rules that affect the use of social and digital media in your organisation.

• An explanation of how legislation and regulations affect your organisation’s customer service

provision.

• An explanation of the potential impact on the organisation if it fails to adhere to the relevant legislation and regulations?

An explanation of your responsibilities for keeping information confidential in the organisation.

• An explanation of the responsibilities of your organisation’s employees under the Health and Safety at Work Act.

• An explanation of the responsibilities of your employer under the Health and Safety at Work Act.

• An overview of how different systems, equipment and/or technology are used in your organisation to meet customer needs effectively.

• An explanation of the measures and evaluation tools used in your organisation to monitor customer service levels.

• An overview showing the different features and benefits of the products and/or services in your organisation.

 

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