Customer service is not just a department. It goes beyond the rules and policies that are set in place to make sure that customers get the best experience with your brand. It’s a philosophy that should be embraced by every employee in your organization.
Creating a Culture of Customer Service
The key to creating a culture of customer service is making a choice in becoming customer-focused. The best companies have meticulously created policies and procedures that are customer-focused and turned it into a culture. And all employees, not just the front desk, are taught and trained for this culture. Creating a culture of customer service in your company won’t be a walk in the park but the time and effort you’ll spend on it will be worth it.
The following ways can help you get started:
- Get the right people
Everyone in the company must be committed to your service values. It can be challenging to create a culture of service if you don’t have the right people to work with.
- Make sure everyone has a base of knowledge to work from
You cannot empower your people to do the right thing if they don’t have the base of knowledge to work from. So, make sure everyone understands the basics and undergoes the basic training for customer service. This helps them understand your vision in delivering your products/service.
- Provide feedback
Customer service triumphs and missteps are opportunities for growth. Provide feedback to individual employees and use success stories as examples for teaching.