Hello there! I’m Sean Kjetil Nordbø, a passionate customer service enthusiast and leadership advocate based on the beautiful west coast of Norway. As I’ve journeyed through my early fifties, I’ve come to realize that my true calling lies in the intricate dance of human interactions, the art of service, and the nuanced world of emotional leadership.
My Journey: From Tech to People
My professional odyssey began in the realm of IT, where I cut my teeth as an engineer and later as a manager in several large organizations. While the world of technology fascinated me, I felt a growing urge to work more closely with people – to understand their needs, motivations, and dreams.
This desire for human connection led me to make a bold move: I packed my bags and headed to Asia for what turned out to be a transformative decade of my life. There, amidst the azure waters and vibrant cultures, I reinvented myself. I became a certified dive instructor and took on the challenge of managing dive resorts. This experience was a masterclass in customer service, teaching me the delicate balance of ensuring safety, delivering unforgettable experiences, and managing diverse teams in high-pressure situations.
Returning Home: A New Chapter
When I returned to Norway, I brought with me a wealth of experiences and a renewed perspective on what it means to truly serve others. I initially took on the role of a hotel manager and project manager, but it was my current position as a customer service manager in a public transportation company that really allowed me to synthesize all I had learned.
In this role, I’ve had the privilege of leading a team dedicated to serving our community. We’ve achieved national recognition for our commitment to excellence, winning several awards for outstanding customer service. But for me, the real reward is knowing that we’re making a difference in people’s daily lives.
The Heart of Public Service
Working in the public sector has deepened my conviction that exceptional customer service isn’t just a nice-to-have – it’s a fundamental right of our citizens. As a public company, we are uniquely positioned (and obligated) to set the gold standard for service. Our customers are not just consumers; they are our neighbors, friends, and fellow community members. This perspective fuels my passion to continuously raise the bar, pushing our team to deliver service that doesn’t just meet expectations but consistently exceeds them.
Leadership: A Journey of Growth and Connection
With over two decades of leadership experience under my belt, I’ve come to view leadership as an ever-evolving practice. My approach has been deeply influenced by the principles of emotional and relationship-centered leadership. I believe that the key to unlocking exceptional performance lies in understanding and nurturing the emotional landscape of our teams.
There’s something profoundly rewarding about coaching colleagues and watching them blossom into the best versions of themselves at work. It’s not just about achieving targets or improving metrics (though those are important too!); it’s about fostering an environment where people feel valued, understood, and empowered to grow.
The Psychology of Service and Management
One area that particularly fascinates me is the intersection of psychology with customer service and management. Understanding the cognitive and emotional processes that drive human behavior has been instrumental in shaping my approach to both customer interactions and team leadership.
I’m constantly exploring questions like:
- How can we create service experiences that resonate on an emotional level?
- What psychological principles can we apply to de-escalate tense situations and turn them into opportunities for connection?
- How can we leverage insights from behavioral psychology to build more resilient, motivated teams?
This curiosity keeps me on my toes, always learning, always seeking new ways to enhance our service delivery and leadership practices.
Continuous Learning and Sharing
In this rapidly evolving field, I believe that continuous learning is not just beneficial – it’s essential. I’m an avid reader, always on the lookout for the latest research and innovative practices in customer service, leadership, and organizational psychology. But learning, for me, isn’t a solitary pursuit. I’m a firm believer in the power of shared knowledge and collaborative growth.
That’s why I started this blog. It’s my way of giving back to the community, sharing insights gleaned from years of experience, successes, failures, and everything in between. My hope is that by sharing these reflections and learnings, I can contribute to elevating the standard of customer service and leadership, not just in my organization, but across industries.
Let’s Connect!
If anything you’ve read here resonates with you, I’d love to hear from you! Whether you have a question, want to share your own experiences, or simply wish to connect with a fellow enthusiast in the field of customer service and leadership, don’t hesitate to reach out.
You can drop a comment on any of my blog posts – I always enjoy a good discussion, whether you agree with my viewpoints or have a different perspective to share. Your insights help me grow and refine my own thinking.
For more professional networking, you can find me on LinkedIn. It’s a great platform for deeper discussions and potential collaborations.
In Closing
As I continue this journey in customer service and leadership, I’m filled with gratitude for the experiences that have shaped me and excitement for the learning that lies ahead. If there’s one thing I’ve learned, it’s that excellence in service and leadership is not a destination, but a continuous journey of growth, empathy, and connection.
Thank you for taking the time to get to know me a little better. I look forward to engaging with you, learning from you, and together, elevating the art of customer service and the practice of compassionate, effective leadership.
Here’s to creating more moments of genuine connection and outstanding service, one interaction at a time!