William James, the famed psychologist, wrote:
“The deepest craving of human nature is the need to be valued.”
How true is this to most of us. It is a concept which is a foundation to a service excellence culture. It is also a concept which is explored in the Ubuntu philosophy.
We have all heard the common phrase “service warrior” – it has being plagiarised so often that it is no longer unique. It is, however, descriptive and hence its popularity. The true meaning and value of the phrase “service warrior” vests in the truth of those using, and applying, the phrase.
There are a plethora of Customer Service and Service Excellence training programmes and most are almost carbon copies of each other. However, how many of these Training interventions are effective and have sustainable value?
Chip R Bell, in his well known article entitled “Be a Service Warrior” quotes Colonel Hamilton who retired from the Army in 1992 and then spent several years developing senior leaders in the Croatian Army. “Once you become a warrior, you can never go back to being an ordinary soldier. Be a service warrior for a while. Like Jack Hamilton, you’ll never again settle for service that is just ordinary.”
The Wozani Warrior Service Excellence Training Programme is unique. It is a South African programme designed for South Africans based on the Ubuntu philosophy.
umuntu ngumuntu ngabantu
The Zulu maxim “a person is a person through (other) persons”
The Wozani Warrior is a champion of his/her beliefs and is passionate about who he/she is and what he/she does.
A warrior is a dedicated professional who selflessly volunteers to place himself between his neighbor and a threat. The “threat” in this context is apathy, non-delivery, poor service and insufficient knowledge, skill or experience.
Wozani Warriors are Ambassadors. They are committed to service excellence. They care about Visitors (customers) and strive to ensure that every Visitor has a memorable experience and wishes to return for repeat visits.
Wozani Warriors have Ubuntu
Wozani Warriors have Ubuntu, i.e. they are open and available to others, affirming of others, do not feel threatened that others are able and good, for they have a proper self-assurance that comes from knowing that they belong in a greater whole which is diminished when others are humiliated or diminished, when others are tortured or oppressed.
A Wozani Warrior has ATTITUDE!!
Wozani Warriors have a positive ATTITUDE and the right BEHAVIOURS
They care enough to do their best – always !
They are considerate and respectful – always !
They are positive and energetic – always !
They take ownership of a Visitor’s needs and hold themselves accountable to happily respond to any Visitor enquiry or request.
They are friendly, polite, tolerant, understanding and helpful
They think, say and do “YES, I can” and “YES, I will”