To create a Service Culture means shaping, creating and embedding a whole way of doing things. It's like a stick of rock and runs through everything you do; no matter where you break it, the core message is still the same.
Customers are fickle, and you’re only as good as your customer’s last encounter. So if you want your customers to be naturally loyal your customer service ethos has to be demonstrated by everyone in your business not just the front line team.
It isn’t just the responsibility of the reception or customer service desk. Everyone in your business contributes in some way to the customer experience either directly or indirectly (or why are they there?).
So, to create a service culture it must be part of your DNA. It needs to be built into your systems, reflected in your recruitment, instilled in your team, demonstrated throughout the customer journey and delivered by engaged employees.