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Top : Creating A Customer Service Culture : Page 2: 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
How to Size Up a Customer - by Eric RansdellA good salesperson can take the measure of a customer in a glance. A great salesperson understands that "the goal is not just to sell a suit today - it's to build loyal customers for the future," says Shlomo Maor, associate vice president of training at Men's Wearhouse. Here are Maor's rules for turning reluctant shoppers into loyal clients. (Added: 7-Mar-2005 Hits: 728 )
Employee Engagement Is Key To Improving Service Delivery, According To New Report From Kingston University - by Lea Pachta
A report published today reinforces the message about the significance of employee engagement initiatives across the private and public sectors. Creating an Engaged Workforce, written for the Chartered Institute of Personnel and Development (CIPD) by Kingston University, defines employee engagement as: "being positively present during the performance of work by willingly contributing intellectual effort, experiencing positive emotions and meaningful connections to others".""Drawing from eight case study organisations, the report confirms that engaged employees:""- perform better"- are more innovative than others"- are more likely to want to stay with their employer"- enjoy greater levels of personal well-being"- perceive their workload to be more sustainable than others (Added: 1-Feb-2010 Hits: 675 )
Fast Company | Cuckoo for Customers - by Alison Overholt
one high-tech company where dedication to customers borders on looney. Joey Parsons is wearing a straightjacket, and he's surrounded by a crowd applauding his commitment. Not to a mental institution, but to providing the best service to his company's customers. Parsons, 24, has just won the Straightjacket Award, the most coveted employee distinction at Rackspace, a San Antonio-based Web-hosting company. His colleagues voted him March's winner of the award, which recognizes the employee who best lives up to the Rackspace motto of delivering "fanatical support," a dedication to customers that's so intense it borders on the loony. (Added: 1-Mar-2005 Hits: 476 )
The King of Kreme - by Charles Fishman
Doughnuts to die for. An inside look at the temple of doughnuts -- the facility on Ivy Avenue in Winston-Salem, North Carolina where every Krispy Kreme begins and customer service is taken seriously. (Added: 20-Mar-2005 Hits: 579 )
The Ritz Puts on Stand-Up Meetings - by Cathy Olofson
The Ritz-Carlton chain is the only hotel company to receive the coveted Malcolm Baldrige National Quality Award. Here's a look at methods they use to guide their success. (Added: 20-Mar-2005 Hits: 1153 )
How does employee compensation affect customer service culture? - by Robert Bacal
Employee compensation, rewards and salary can affect your ability to create a customer service oriented culture in your company. Learn the importance of employee rewards with respect to customer service and culture. (Added: 24-Oct-2006 Hits: 570 )
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: 26-Nov-2004 Hits: 1725 )
How Roberts Trucking Company Rules the Road - by Chuck Salter
The company's success is really as much about customers as computers. What do Oprah Winfrey, James Cameron, and President Clinton have in common? They've all used Roberts Express. Oprah needed lighting equipment - pronto - when she decided to film her show in the Texas town where she was battling cattle ranchers in court. Cameron needed equipment on the set of Titanic in Nova Scotia. The White House needed its Christmas cards. (Added: 8-Mar-2005 Hits: 719 )
Crash Course: How to Dominate, Differentiate, and Meet the Market - by Alan M. Weber
What do your customers really want? In an interview, Ryan Mathews, coauthor of the forthcoming book "The Myth of Excellence," offers some surprising answers. Forget the lowest price or the biggest discount. Show a little respect -- and tell the truth. (Added: 1-Mar-2005 Hits: 563 )
Get With the Program - by Ramin Ganeshram
Companies that ignore the culture change required for any CRM initiative to succeed do so at their peril. Here's how culture relationship management facilitates CRM. (Added: 16-Jun-2005 Hits: 1251 )
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: 701 )
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: 3295 )
Best Practices In Customer Service - Learn From Customer Service Experts - by Robert Bacal
Find best practices in customer service, examples of company successes and how they did it, and related customer service case studies. (Added: 5-Jun-2010 Hits: 534 )
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: 450 )
Free Team Building Exercises - by n a
Use these team building exercises to help your staff become customer service experts. One exercise will increase awareness of the importance of living up to your customer service standards. (Added: 5-May-2006 Hits: 1700 )
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: 108 )
Does Every Company Need a Customer Strategy? - by Don Peppers and Martha Rogers, Ph.D.
Does Every Company Need a Customer Strategy? Read the answers to this question and learn more about gaining a competive advantage through process redesign and increasing product scope. And you'll want to see the authors' definition of customer intimacy and how that can be equated to customer service. (Added: 7-Dec-2004 Hits: 807 )
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: 670 )
What Are the Benefits of Good Customer Service? - by Christ M. Martin
If you're not sold on providing good customer service, take a look at the benefits of customer service listed here. (Added: 8-Mar-2010 Hits: 817 )
10 Rules for Great Customer Service | Sales - by n a
Negative buying experiences are almost always linked to shoddy customer service. These days it's rare to find good customer support, even though most businesses claim that they put people first. (Added: 7-Mar-2006 Hits: 1837 )
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