The reason why an organisation can offer good or bad customer service comes down to one thing; what is happening within that organisation. To sum it up in one word: culture.
The culture within the organisation has an impact on customer service. It’s more than just hiring the right people and it’s more than customer service training. However, at the same time, it is simple. It is about giving an example of employee behaviour in relation to customer service.
To do this, leadership and management must set the tone. First of all they have to practice what they preach. Specifically, they must treat employees the way they want the customer to be treated.
This is where customer-centric culture begins. With people who want to do the right thing. From there, you can apply customer service training (and other types of training) that focuses on creating an amazing place to work.
5 WAYS TO CREATE A CULTURE FOCUSED ON CUSTOMER SERVICE
1) HIRE FOR CULTURE
You have to hire for attitude and train skill. However, even with the right attitude, will the new employee fit into the culture you are trying to build or maintain? Personality must also be taken into account.
2) TRAIN FOR CULTURE
If the employee has the right attitude and personality that fits the culture, they need to understand as early as possible what the company stands for, what its goals, mission and vision are.
3) EVERYONE MUST BE ALIGNED
All employees must understand the objectives, mission and vision of the company. In this way, they will integrate into the culture of the organisation and work to achieve the objectives.
4) ALLOW THE TEAM TO EXPERIMENT
This is another way of saying that people are trained to try and do new things, and it’s especially true in the world of customer service. The result must be favorable for the client, not harm the company (financially, legally, etc.) and improve the relationship with the client.
5) CREATE A LEARNING ENVIRONMENT
If people are allowed to experiment and feel truly empowered, there will be a lot to learn from employees’ successes and failures. Celebrate everything and encourage employees to learn from their successes and failures.
Assuming a company is great to work for, if people love coming to the office and if there is a big enthusiasm because people like how they are treated, what they do and who they do it for, then the customer is going to feel it. That’s what a customer service-focused culture is all about.