How Do We Build a Culture of Customer Service? | |
We are a diversified organization with 11 companies (all in retail merchandising). What are the steps we should take to build a corporate culture oriented around customer service? What are the critical variables to consider in creating an incentive scheme? Can you share some customer service measuring tools? —Keeping Everyone Happy, retail, Mandaluyong City, Philippines | |
| |
Building a customer-service-oriented culture can be a huge challenge for an organization of any size or complexity. However, it can be done and done well. Just look at Southwest Airlines, Ritz-Carlton Hotels, Nordstrom and Whole Foods Market as some examples of companies renowned for providing world-class service. There are four steps to building a customer-service-oriented culture: Gain commitment from the top Most of us at one time or another have heard a CEO proclaim, "We are a customer-focused company." But when you look behind the curtain, you still see long lines, extended wait times, poorly trained staff, inadequate responses and dissatisfied customers. Develop a comprehensive plan Some companies develop their customer service plans internally using an in-house project manager. Still others hire consultants. Regardless of the option you choose, the planning team should involve employees at all levels. Soliciting employee opinions helps identify and resolve potential issues before they become major roadblocks to cultural change. Many companies conduct employee-satisfaction surveys to benchmark the current culture, and also to establish a baseline for measuring employee satisfaction in the future. Satisfied employees deliver satisfied customers, so measuring customer satisfaction should be an integral part of your plan. Implement the plan It is critical to frequently reinforce the goals and successes of your program. This can be accomplished with refresher sessions and reports of progress publicized via companywide meetings, newsletters, staff e-mails, other internal news media and external media outlets. Measure success |
Monday, March 7, 2011
How Do We Build a Culture of Customer Service?
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment