Eight Keys to Creating a Customer Service Culture
11/06/2009 14:03
- Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience. This information must be available and understood by everyone, no matter what their level. The entire organization must become obsessed with what the customer wants.
A printing firm has signs all over the shop saying, "Is it good enough? Ask the customer." This statement serves as a constant reminder to everyone that customers are the ultimate judge of whether the service is what it should be, and that all employees must be constantly surveying customers for what and how they want it. The firm regularly sends out questionnaires about the quality of their service and then posts these results for all to see.
When you survey your customers on the quality of service, make sure that everyone, from the top down, knows of the results and receives recognition for the things that are going well. Behavioral research has shown that you get more of the behavior you reward. So don't make the mistake of mentioning only the area of poor performance; also mention and reward those who are doing well, and involve all employees in brainstorming ways to improve the things that are unsatisfactory.