A customer service culture is about what is happening inside your company. The culture is how your employees and customers uphold your company’s visions, values, and mission.
With a positive customer service culture, your employees will feel empowered to put the customer first.
However, it is crucial to be intentional about your customer service culture. Whether you work on your culture or not, it is there. It is better to cultivate a strong culture.
Here are tips on how to build a strong customer service culture that puts the customer first;
Hire for culture
Not everyone working in an organization fits for customer service culture. Previous experience, training, and policies will resist implementing innovative culture.
The best start to ensure customer service culture in an organization is to hire new personnel that fit an innovative culture.
The crucial thing to note is; try to hire fresh guys because writing their minds as per your culture is easier than an experienced person.
Train for culture
If the employee has the right attitude and personality that meshes with your culture, get them up to speed and entrenched in your culture as quickly as possible. They must understand what the company stands for; its goals, mission, and vision.
Everyone must be on the same page.
I call this alignment; understanding the company’s goals, mission, and vision is one thing. Employees must be able to articulate the essence of these statements. I love the concept of the “mantra” which is a sentence version of the goals, vision, and mission that succinctly sums up what the company’s culture is about.
Treat your employees well.
One of the ways to build a strong customer service culture is to evaluate yourself. Ask yourself, “How do we treat employees?” and “if I were an entry-level employee, would I want to work here?”
Happy employees want to perform well. They want to do right by the company. To make sure your employees are happy, consider your benefits. Do your gains communicate respect and make your employees feel heard?
If your benefits don’t consider your employees, they are not happy about it. Additionally, culture comes from the top. If your leadership team truly embodies your values, employees will be proud of where they work, and they will be happy coming to work.
Look out for personality and goals, not skills
You can teach skills; however, teaching personality and values are much strenuous.
When evaluating potential hires for the customer service team, deprioritize considerations such as whether the candidate has ever used your help desk software.
Instead, focus on soft skills, such as communication skills, a positive vibe, and patience. It is much easier to teach a patient person how to use your ticketing system than to teach someone good at ticketing how to control their temper with a customer.
Engage your customers
As the customer is the crucial element of service culture so, involve them. Ask them for their help and inquire feedback. Use customers’ feedback and align results with your policies and arrange the best possible solution. Interact with your customers openly and tell them you are going to serve them in a better way. Give confidence to your employees and customers.
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