|
Top : Creating A Customer Service Culture: How can companies create a customer service culture internally that reflects customer service values and principles? Find out about customer service culture initiatives here.
How To Create A Customer Service Culture In Your Organization
Here's the challenge. Customer service and call center staff are probably close to the bottom of the wage scale, turnover tends to be high, and few people want to work or stay in low level customer service jobs as a career.
Organizations how to hire and train their customer service representatives, and all that goes for nought if the company simply doesn't value customer service as demonstrated in its actions and priorities. Employees, who essentially control the customer interactions, simply won't bother if the culture of the organization pushes them in the wrong direction. Even skilled customer service people will grow worn out, and disillusioned if the culture does not stress high quality customer service.
So, all the training and exhortation will fail if the customer service culture is not in place. But the challenge is how to get there. That's the focus of this section.
Building A Customer Focused Organization and Culture
Customer Service: The New Viral Marketing - by Melinda KruegerIF YOU'RE LOOKING FOR A great viral marketing idea, perhaps you need look no further than the humble, under-funded customer service department, and the extremely un-sexy transactional e-mails that support them. Time and again the E-mail Diva sees overlooked opportunities to make a real difference in a customer's view of a company--a view that is shared with a host of friends, colleagues and acquaintances--virally, if you will. A few examples: (Added: 2-Jun-2006 Hits: 722 )
Don't Get Comfortable - by Ginger Conlon
Your company is focused on customers, and you're seeing revenue growth as a result. That's great, but is it enough? If you become complacent with your success, you could miss signals from customers that their needs are changing, or overlook new strategies your competitors are using to grow market share at your expense."This has happened to many companies that got too comfortable with their own success (Added: 12-Jul-2005 Hits: 559 )
Listening for Dollars - Customer Complaints - by Mary Sandro
Don't forget the most important aspect of creating a customer service culture in your company. Customer complaints should be considered golden. Complaints are not easy to hear, but used correctly can aid you in providing the customer service that your customers expect from you. (Added: 9-Feb-2006 Hits: 460 )
Eight Keys to Creating a Customer Service Culture - by Peggy Morrow
Author Peggy Morrow offers guidelines and examples to assist you in creating a customer service culture in this excerpt from Customer Service -- the Key to Your Competitive Edge. (Added: 22-Jan-2006 Hits: 1294 )
How To Deliver Good Customer Service - by n/a
This article stresses the importance of customer service training within a particular organization. A good case is made for training to ensure that your customer service excellence is maintained on an on-going basis. Learn more when you read this article. (Added: 8-Mar-2010 Hits: 610 )
Internal Branding - by Derek Stockley
The process of branding is created by great customer service. And internal branding is really key to providing good customer service. Read this discussion on how internal branding and customer service depend upon each other. (Added: 4-May-2006 Hits: 701 )
How to Succeed With Customers - by Ginger Conlon
Thirty years of TQM, customer service initiatives, and CRM, and customer satisfaction levels are still mediocre."At the recent Better Management Live conference two industry pundits revealed how to create a customer strategy that stands out."Yahoo's leadership coach, Tim Sanders, who conducted extensive research into what makes businesspeople successful, revealed the four key areas that translate to what he defines as the Likeability Factor: friendliness, relevance, empathy, and realness. (Added: 1-Jun-2005 Hits: 830 )
8 Critical Steps to Establish a Customer Service Culture - by Anthony Mullins
During our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the down times, when service should be at the forefront and retention of loyal customers even more of a focus.""When price wars fail to drive revenues, businesses often look to service to give them a competitive advantage. Many big business marketers are returning to a %u201Cservice sells%u201D mentality, however, many sell great customer service and few deliver. The problem is that few marketers have ever truly served a customer. (Added: 27-Sep-2010 Hits: 728 )
Dorothy Lane Loves Its Customers - by Scott Kirsner
Do you love your best customers so much that you'll fire your lousy customers? Dorothy Lane Markets does. Here's a cutting-edge lesson in service and loyalty from a gutsy grocer in Dayton, Ohio. See how this grocer realized the benefit of loyal customers versus those customers dropping by because of advertised specials. pop (Added: 2-Mar-2005 Hits: 3307 )
Impact of Workplace Bullying on Organizational Culture | Global Human Capital Management and Development - by na
... (Added: 30-Mar-2011 Hits: 241 )
Company Loyalty To Customers - by John Ellis
Read the author's thoughts regarding companies' loayalty to loyal customers. He has much to say about the lack of rewards to loyal customers of companies such as Coca Cola. See if you agree with his sentiments. (Added: 1-Mar-2005 Hits: 666 )
Owning the Relationship - How Empowering CSRs Improves the Customer Experience - by Paula Gamonal
how do you respond to the increased competition without spending a fortune? Take a hard look at your customer service processes, and most specifically, with the ownership of that process. Your customer service representatives may be under-equipped to excel, or even play fairly.""The Customer Service Rep, or CSR, has a very vital role in your possiblities of success. Unfortunately, most companies stack the deck against their CSR's success rates by giving them very little control of the customer relationship. (Added: 15-Feb-2005 Hits: 1226 )
How to Improve Your Company's Customer Service - by Tali Yahalom
Though a teetering economy may tempt executives to cut corners, improving service is your best chance for survival. "Companies of any size should understand what the customer experience is," says Andy Fromm, president of Service Management Group, a Missouri-based firm that works with retail and restaurant chains on improving customer service. Fromm stresses that companies should streamline their resources without sacrificing the essentials. "Understand what's important to customers. Speed and availability of service are universal truths." (Added: 23-Jul-2011 Hits: 128 )
Customer Service and the Pursuit of Happiness - by n a
Does happiness at work matter? Most of your life is spent going to work, being at work, going from work, thinking about work, and talking about work after work. If you work in customer service, and are not happy with your job, you have the wrong job. You should find the calling that makes you happy. When you are happy at work, you%u2019ll never have to work another day. (Added: 2-Jun-2006 Hits: 680 )
We have much more on this topic: Please Search!
|