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Top : Creating A Customer Service Culture : Page 3: 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
Employee Engagement Is Key To Improving Service Delivery, According To New Report From Kingston University - by Lea PachtaA 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: 696 )
How to Lap the Competition - by Anni Layne Rodgers
The companies that break away from the pack in the next economy will focus almost obsessively on customer service, says author Charles L. Fred. Deliver on your promises, and consumers will reward you handsomely. Here's how. (Added: 7-Mar-2005 Hits: 795 )
60-Second Guide to Establishing Great Customer Service - by n a
Every once in awhile it pays to sit back and take stock of how you're running your business. Is the accounting software still the best for the job? Is the phone system meeting your needs? (Added: 7-Mar-2006 Hits: 920 )
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: 826 )
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: 491 )
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: 573 )
The Human Face of E-Customer Service - by John Hoult
If you think delivering good customer service in a traditional business is tough, try doing it in an e-commerce outfit. Online grocer Webvan has some good ideas on how to pull it off. The question is, Will Webvan stay alive long enough for it to matter? (Added: 20-Mar-2005 Hits: 542 )
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: 1263 )
How to Improve Customer Support - by n/a
Here are five essential steps to take for ensuring that your customer support is in place and up to the challenge of providing excellent customer service. (Added: 8-Mar-2010 Hits: 645 )
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: 1941 )
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: 1810 )
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: 2126 )
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: 489 )
The Secret Life of Bots - by Anni Layne
Can 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: 511 )
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