8 Critical Steps to Establish a Customer Service Culture

1. 8 Critical Steps to Establish a Customer Service Culture

2. Eight critical steps to establish a customer service culture

3. Train, train, and continue to train Customers are the reason for work, not an interruption of work Steps Empower your staff to serve Make service personal

4. Offer a solution It is OK to say "Yes", even when you should say "No" Recognize your staff members for outstanding service Ask your customers what they think of your service

5. Customers are the reason for work, not an interruption of work This sounds really obvious doesn't it? How many times have you gone into a business only to wait while someone is on the telephone or busy doing some "non-service" task? Employees often lose sight of the importance of the customer and get consumed in lesser day to day tasks.

6. Train, train, and continue to train Cross train your entire staff to be able to assist a customer regardless of their department. When a customer becomes upset they want their problem solved not to be shuffled between employees that are not empowered or enable to assist them.

7. Offer continuous customer service training for your staff and once they are providing good service, continue to train them.

8. Empower your staff to serve Establish a system of resources for your staff to serve the customer. Allow them latitude to take the necessary action to provide exceptional service and resolve any issues should a customer become disgruntled. Create a structured system to allow your staff to serve customers.

9. Make service personal Greet repeat customers by name, if possible. Offer a handshake and introduce yourself. Creating service that is personal will not only retain customers, but help diffuse difficult situations should they arise. Thank your customers for their patronage. It really does make a difference.

10. It is OK to say "Yes", even when you should say "No“ Support your staff when they make customer service decisions. In my business, it is my policy that an employee can act without concern for repercussion, as long as they are meeting a customer's need. I have found this creates a greater willingness to serve the customer.

11. Offer a solution Shift from the problem to the process for resolution. Offer a choice between several options. Put yourself in their place. Involve the customer in determining the solution. Clearly explain any limitations that exist.

12. Recognize your staff members for outstanding service Implement a customer service awards program that recognizes employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen. Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognize them in front of their peers can make a real difference.

13. Ask your customers what they think of your service The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about service you are providing. Ideally, use a combination of both methods.

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