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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
How organizations become customer-centric | CustomerThink - by Cheryl HannaInteresting post on how organizations move and can move to a more customer centric culture. (Added: 30-Jul-2010 Hits: 497 )
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: 674 )
How You Can Help Companies Deliver Great Customer Service - by Alan M. Webber
Marketing expert Don Peppers asks -- and four cutting-edge organizations answer -- the four most important questions to help you deliver great service to your customers. (Added: 7-Mar-2005 Hits: 810 )
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: 809 )
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: 332 )
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: 500 )
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: 1156 )
New Rules: Why Values Beat Value - by Alan M. Webber
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: 7-Mar-2005 Hits: 953 )
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: 689 )
Defining Your Customer Service Culture - by Robert (Bob) W. Lucas
Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization.""What is a service culture in an organization?""The answer to this question is that it culture is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that accomplishes the same results (Added: 27-Sep-2010 Hits: 374 )
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: 94 )
What is a customer service culture? - by Robert Bacal
Great customer service doesn't happen accidentally. It comes from creating a customer service culture in the organization. Here's a starting point. (Added: 24-Oct-2006 Hits: 2053 )
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: 478 )
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: 2092 )
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: 532 )
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: 463 )
Impact of Workplace Bullying on Organizational Culture | Global Human Capital Management and Development - by na
... (Added: 30-Mar-2011 Hits: 154 )
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: 721 )
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