Customer service is absolutely essential in any business. Without good customer service, you don’t have customers, and without customers, you don’t have a business. Every employee within your company needs to know how important it is to do everything possible to serve your customers. The best way to do this is to establish a company culture focused on service and encourage every employee to adopt the practices and values necessary to implement this ideology in their daily customer interactions.
Post a Mission Statement
Craft a mission statement that includes a company culture of service as a key element of your business. Having something visual that an employee can look to several times a day will serve as a reminder of what is expected of them and what they are working to achieve.
Create a Slogan
Creating a slogan to sum up your mission statement is an excellent idea. Think of something simple, like “The customer is always right”, or “Our focus is keeping the customer happy”—something easy to remember that gets the point across. Post the slogan around the office, include it in every interoffice email and memo, and mention it in meetings. Putting so much emphasis on it will help employees remember this core company value.
Establish Company Values from the Start
From the day they are hired, it’s important to start teaching employees the best customer service practices. When employees are taught the best ways to work with customers, and focus is placed on customer retention from the start, these ideas become instilled in them and their workflow. It’s easier to teach these values from the start than it is to try to retrain employees when they become set in their ways.
Reinforce Customer Service Values
In addition to posting a mission statement and using a slogan in your office, it’s a great idea to hold regular meetings to discuss ways to improve customer service within your company. Making customer service a constant focus of discussion in your office will once again drive home to point to employees that building a culture of service within your business is essential.
Listen to Feedback
It’s likely that the best ideas and feedback you receive regarding customer service will come from your own employees. They deal directly with customers several times a day and can see first-hand what works and what doesn’t. Listen to your employees and consider their suggestions.
The best way to encourage a culture of service within your company is to praise your employees and reward them when they adhere to these values. Make a point of recognizing exceptional customer service. And most of all, lead by example—actions most definitely speak louder than words.
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