Henry Hopkins is the co-founder of Accelerator Solutions focused on helping organisations understand and implement their Service Culture and Service Leadership. Each organisation must carefully decide what their service is and is not. Can you genuinely delight your customers all the time or do you need to be pragmatic and deliver consistently whilst occasionally delighting customers along the way?Henry explains that organisations need to ensure they have the correct listening systems in place in order to hear and action the customer 'moments of truth' which requires empathetic listening and a constant state of hyper vigilance. Henry will also outline the three critical ingredients for creating customer trust; clarity, consistency and confidence. Driving a real service culture will require every single person within your organisation to be aligned and committed. Don't miss this gem of an episode.