Creating a companywide service culture begins with senior management. The importance of serving customers must be communicated and reinforced constantly throughout the organization.
As with any project of this magnitude, you must have a comprehensive plan to succeed. Goals must be set, tasks identified, responsibilities assigned, timelines established and resources allocated.
Implementation usually involves a series of meetings between various levels of management and staff. Although the media may vary based on the audience, the message should include the what, when, why and how of building a customer-focused culture. At these meetings, provide examples of good and bad service, communicate performance goals and identify measurement tools.
Many world-class service providers link employee and customer satisfaction scores to staff performance at all levels. The scores affect salaries, bonuses and job security.Building a customer-service-oriented culture is challenging. Taking steps like those outlined above should give you more satisfied employees–and more loyal customers.
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