The Celebration Continues, Team Boston introduces Celebrity
Services
Event II. Behind the stated Celebrity Service System Mission of "treating every
customer like a celebrity" lie the three Core Values of Celebrity Service: Caring,
Pride, and Responsibility.
For Celebrity Service to be a daily reality, employees need to first
understand these values, then they must begin the process of internalizing them - in other
words, they must become values to live by. When employees accomplish this task, treating
every customer like a celebrity will become the behavioral norm of the culture - like
second nature. The Celebrity Service System Core Values, introduced
to employees during Celebration!, can be more greatly em-braced and integrated by
consistently teaching them to employees, helping employees to Understand and Connect to
them and recognizing employees for Acting consistently to live them out.
That is why OPERATION CPR utilizes hands-on, interactive exercises and repeated
recognition and rewards -to ensure a deeper understanding of and commitment to the Core
Values. The OPERATION CPR Celebrity Service System Event also introduces
specially-designed graphic symbols for each Core Value that have universal meaning,
promote increased familiarity and memorability which thereby increase the internalization
process. |
The impact on employees' will be to create consistent, sustaining
message that not only explains but creates a visceral comprehension of the Celebrity
Service Core Values. The net result will be that the OPERATION CPR Celebrity Service
System Event will take these very impor-tant Core Values, the foundation upon which the
Celebrity Service culture is being built - and focus employees' attention on what they
mean, why they are important, and how they can put them into daily practice.
OPERATION CPR is an intensive six week Celebrity System Event that will
further increase the ability of all employees to Understand, Connect to and
effectively Act in a manner consistent with the Celebrity Service Core Values.
The Event uses the motto, "You Gotta Have Heart" to
create a sense of emotional equity in the Core Values and an active "call to
action." The Event increases employees' recognition of and commitment to Celebrity
Service Core Values.
Lead Ambassadors will conduct training with employees by means of
an easy-to-use Flip Book which is contained in the second half of the Participant's
Work-book. The Flip Book makes it simple to present training on the OPERATION CPR concepts
and tactics to all employees
using only five to ten minutes a day.
These "training sessions" will be held |
