What Is Customer Service Culture - 1875 Words

What is a customer service culture? If you look at companies lauded for their superior customer service, you almost always find that those companies create a culture that supports excellence in customer service. It s not that they simply train their employees in customer service skills. What they do is ensure that customer service is interwoven into everything the company does. Customer service excellence simply becomes the way things are done around here. In fact, the way things are done around here is a good, simple description of organizational culture. With respect to customer service, a customer service culture involves a set of beliefs, values, and action options that are communicated to all members of the organization, so they†¦show more content†¦Why is that? Because, product is not personal, customer service is. Briefly, I would like to share with you eight critical steps to establish a customer service culture. 1. Customers are the reason for work, not an interruption of work This sounds really obvious doesn’t it? How many times have you gone into a business only to wait while someone is on the telephone or busy doing some â€Å"non-service† task? Employees often lose sight of the importance of the customer and get consumed in lesser day to day tasks. Sure, there are tasks that need to be accomplished, but you cannot afford to sacrifice service to get them done. Good customer service must be a priority for you and your team. Without your customers, you have no company! 2. Train, train, and continue to train. †¢ Cross train your entire staff to be able to assist a customer regardless of their department. When a customer becomes upset they want their problem solved not to be shuffled between employees that are not empowered or enable to assist them. †¢ Offer continuous customer service training for your staff and once they are providing good service, continue to train them. †¢ Utilize role play situations to assist your staff in recognizing and experiencing both easy and difficult service opportunities. If an employee has a level of comfort with a difficult situation, they will be able to better handle it. 3. Empower your staff to serveShow MoreRelatedAssignment 2: Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile1435 Words   |  6 Pagesnot find the shoes he was looking for (Eng 2012; Zappos.com). The website was dedicated to the selling of wide variety of brands, colors, sizes, and widths; if you are looking for a shoe chances are Zappos.com has them. 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