Creating a Customer-Focused Culture

Employees are powerfully influenced by their workplace culture. Delivering outstanding service requires organisations to develop a positive, customer-focused culture - but it also takes more hard work, discipline, and dedication than many organisations realise. Here is a summary of the solution discussed below:

• Ensure that your customer service leaders act as role models who actively demonstrate a positive customer-focused attitude and encourage their employees to do the same
• Work closely with persistently negative employees to help them change their behaviour, or else remove them from the team if they are unwilling or unable to do so. These employees can be detrimental to both customer service and team morale if their behaviour is left unchecked
• Create a clear definition of your customer service philosophy so that employees receive clear direction and can easily understand how they can contribute
• Develop customer service goals that help motivate employees and keep them focused on providing the highest level of service possible
• Win the moments of truth that define an organisation's true culture