A true customer service culture is more than just a sheep dip customer service training exercise for your front line team.
Service is everyone’s responsibility
It’s part of your DNA and reflected in everything you do. A bit like a stick of rock – no matter where you break it the core message is still the same.
This means it goes far beyond how your customer facing teams interact with customers.
It isn’t just the responsibility of the sales team, the receptionists 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?).
This includes how your support teams not only interact and serve your external customers, but how they serve the internal customer. How your customer facing teams are supported and treated internally will inevitably have a knock on effect on your customers. So include them too in your customer service training.
The more customers are kept in mind for every decision taken in the business the easier it will be to give a consistent level of service to your customers. This includes the design of your internal as well as customer facing systems. It means recruiting the right people; i.e. not just for their technical skills but those who are aligned with your customer service culture.
Everyone in your business must understand the basics, what good service looks like and recognise the role they play in achieving this. Not by having endless policies, but by having the freedom to use their initiative to do what’s right for the customer; be they internal or external.
Your customer service ethos has to be demonstrated by everyone in your business not just the front line team.
See also Actions Speak Louder Than Words