The Service Culture Handbook

Training should have three components: “objectives, instruction and reinforcement.”

an intentionally-guided culture acts as a compass that consistently points employees in the right direction

A clearly stated vision helps employees understand how customer service contributes to the company’s overall success, revenues and profit.

Quality customer service depends on developing a customer service vision that expresses your corporate culture in practical terms

Can you give your employees the required guidance so they will understand exactly what you mean when you call for a customer-oriented culture? That way, your employees don’t have to figure out your customer service policy – perhaps incorrectly – for themselves.
Can you align your corporate strategy, goals and metrics with your customer-focused culture?
Can you align your business processes with your desired customer focus?
Can you empower your employees to deliver quality service?
Are your leaders ready to champion a customer-focused culture?

Every customer interaction is an opportunity for a hero moment or a service failure

needs unmistakable executive sponsorship if it’s going to work

to creating a customer-focused culture

Creating a clear definition of outstanding customer service provides this direction