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Customer Service Training: Accountability

Instructions

Follow the Learning Model

Prepare: Spend at least 30 minutes thoroughly studying the information listed below.

Teach One Another: Spend 10-15 minutes teaching the associated principle to an individual or group.

Ponder and Prove: Reflect on each principle and complete an improvement goal.

Definition of Accountability

Accountability is a personal choice to rise above one's circumstances and demonstrate the ownership necessary for achieving desired results.

Questions

  • How does taking responsibility for consequences empower you?
  • Why does the Lord hold us accountable according to our knowledge and actions?
  • How do you feel when an employee takes accountability for their action when serving you?

Quotes

"Accountability breeds response-ability." -Stephen Covey 

"It is not only what we do, but also what we do not do for which we are accountable." -John Baptiste Moliere

"It is our choices that show who we truly are, far more than our abilities." -J.K. Rowling

Church Quotes and Scriptures

"Those scriptural words, "Thou mayest choose for thyself, for it is given unto thee" (Moses 3:17), introduced Adam and Eve and their posterity to all the risks of mortality. In mortality men are free to choose, and each choice begets a consequence. The choice Adam made energized the law of justice, which required that the penalty for disobedience would be death." -President Boyd K. Packer

"When we understand what is right and what is wrong, we are in a position to exercise our freedom in making choices. In so doing, we must stand accountable for our decisions, and we cannot escape the inevitable consequences of these choices. Such freedom to exercise moral agency is essential in an environment where people have the highest prospects for progress and development." -Elder Dean L. Larsen

"Brothers and sisters, may we focus on the simple ways we can serve in the kingdom of God, always striving to change lives, including our own. What is most important in our Church responsibilities is not the statistics that are reported or the meetings that are held but whether or not individual people-ministered to one at a time just as the Savior did-have been lifted and encouraged and ultimately changed. Our task is to help others find the peace and the joy that only the gospel can give them." -M. Russell Ballard, "O Be Wise," Ensign, November 2006, pg. 20

Scriptures

Websites

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