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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
The Secret Life of Bots - by Anni LayneCan robots transform customer service in the next decade? Or can they only smooth out the wrinkles? Learn about several cool solutions working today and one killer app for the future. (Added: 20-Mar-2005 Hits: 495 )
Revitalizing Your Customer Service Culture - 12 Steps to Keeping Customers - by Robert Moran
Even though the economy demands that we hold on to our customers, most businesses lose them every day because of bad service. Smart executives know that customer service development is an on-going process, not just a training event. If your goal is an excellent customer service culture throughout the organization, the following 12-step process will generate desired results. (Added: 24-Oct-2002 Hits: 2470 )
Customer service - According To Wikipedia - by n a
See how the term 'customer service' or 'customer care' has become a tool for corporations to gain a competitive edge. Discussed in this article the gains a firm can expect by creating a customer service culture. As well, behaviors that contribute to good customer service are listed. (Added: 8-Feb-2006 Hits: 457 )
Employee Civility and Workplace Bullying | Customer Service, Loyalty, Rude Behavior - by Jeanette Mulvey
It’s a no-brainer that bad customer service will cost you business. But it turns out employees’ behavior toward each other can affect your bottom line, too.""When employees are rude to each other, customers are less likely to do repeat business with the company, a new study reveals. Surprisingly, the finding holds true even if the rude behavior involves a supervisor reprimanding an underling for treating customers badly. (Added: 30-Mar-2011 Hits: 143 )
Turning A Company Around - by Ryan Underwood
Gary Loveman's lane change from tenure-track professor at Harvard Business School to his new job as CEO of Harrah's Entertainment is the stuff of Las Vegas legend. In the five years that he spent as COO and later president, Loveman used Harrah's as the ultimate testing ground for his classroom ideas on consumer retailing. It was a perfect roll of the dice. Harrah's revenue has zoomed up fivefold since Loveman came on the scene, making the company -- which was once a has-been on the Strip -- one of the most profitable gaming companies in the world. (Added: 7-Mar-2005 Hits: 519 )
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: 813 )
The Customer-Centric Company - by na
Here are seven signs that you're running (or working for) a truly customer-centric company (Added: 27-Sep-2010 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: 17-Jan-2005 Hits: 2079 )
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: 1269 )
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: 1126 )
Four Lessons on Culture and Customer Service from Zappos CEO, Tony Hsieh - Anthony Tjan - Harvard Business Review - by Anthony Tjan
Zappos, the online shoe retailer, is legendary for its employee culture and customer service. Paying employees to quit; offering customers free shipping both ways and a year to make returns; and hiring 24/7 phone reps who are as courteous, kind, and upbeat as Four Seasons concierges are all part of the Zappos formula.""When I caught up with CEO Tony Hsieh in California a few months ago, we spoke about how his company's culture came to be, and about selling the company to Amazon for $850 million last summer (a deal now worth more than $1 billion with the appreciation of Amazon's stock). Here were the four lessons I took away from one of the great serial entrepreneurs of our time: (Added: 17-Dec-2010 Hits: 322 )
Top 10 Customer Service Mistakes - by n a
Good customer service is a valuable asset, especially in today's high-tech-oriented, increasingly impersonal business world. Therefore, if you are aware of common customer service mistakes and go out of your way to avoid them, you may strengthen your position in a competitive market. (Added: 7-Mar-2006 Hits: 1245 )
Listen Up! - by Rekha Balu
You can't learn what your customers want if you don't know how to listen to them. And listening smart is harder than it sounds. Here's our crank-up-the-volume guide to building a listening organization. (Added: 7-Mar-2005 Hits: 911 )
SEVEN BARRIERS TO BECOMING CUSTOMER-FOCUSED - by Sonia Cottrell
Learn what you don't need to do to create a customer centred organization. All too many organizations make the common mistakes listed within this article. Therefore, their reputation for customer service is non-existant. Read the seven barriers to becoming customer-focus. Are you thinking short-term approaches? (Added: 7-Dec-2004 Hits: 2088 )
Make Someone Happy -- Your Customer - by Lillian Vernon
Making customers happy is the key to keeping them, says Lillian Vernon, the founder of one of the country's premier direct-mail businesses. Vernon's success has proved that the building blocks of customer happiness are selecting the right products, being honest with customers, and welcoming communications between the company and its customers. She offers five suggestions for integrating those into your salesmanship. (Added: 10-Apr-2006 Hits: 811 )
What to Expect in a Customer Service Course - by n/a
Here are some thoughts about customer service courses, and what makes them profitable and what makes them a waste of time and money. See what you can expect from customer service training before you decide to provide education to your employees. (Added: 8-Mar-2010 Hits: 466 )
Impact of Workplace Bullying on Organizational Culture | Global Human Capital Management and Development - by na
orkplace bullying, such as belittling comments, persistent criticism of work and withholding resources, appears to inflict more harm on employees than sexual harassment, say researchers who presented their findings at a recent conference.""Although, both bullying and sexual harassment can create negative work environments and unhealthy consequences for employees, but the researchers found that workplace aggression has more severe consequences. Employees who experienced bullying, incivility or interpersonal conflict were more likely to quit their jobs, have lower well-being, be less satisfied with their jobs and have less satisfying relations with their bosses than employees who were sexually harassed, the researchers found.""Furthermore, bullied employees reported more job stress, less job commitment and higher levels of anger and anxiety. No differences were found between employees experiencing either type of mistreatment on how satisfied they were with their co-workers or with their work.""With this background, let’s try to describe and understand various facets of Workplace Bullying and its impact on organizational culture. (Added: 30-Mar-2011 Hits: 92 )
Eight Keys to Creating a Customer Service Culture - by Peggy Morrow
Management can improve customer service by creating a corporate culture that supports and encourages excellence in helping customers. Here are 8 keys to creating just that environment. (Added: 12-Jul-2007 Hits: 1400 )
Eight Keys to Creating a Customer Service Culture - by Peggy Morrow
In this excerpt from Customer Service -- the Key to Your Competitive Edge, author Peggy Morrow provides guidelines and examples to assist you in creating a customer-service culture. pop (Added: 10-Apr-2006 Hits: 2739 )
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: 544 )
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