John Tschohl, founder and president of the Service Quality Institute in Minneapolis, Minnesota, gives us his six steps to help you build a service culture:
1) Develop and drive a customer service strategy - This is a powerful strategy that will allow you to differentiate yourself in the marketplace
2) Eliminate policies and procedures that impede a service culture - Make it easy for customers to do business with you
3) Hire the right people, and treat them well - Companies that are truly focused on customer service take great care in who they hire
4) Empower everyone in the organization - Employees must have the authority to make a decision on the spot to bend or break the rules in order to serve the customer
5) Train the entire workforce every four to six months - If you want high-performing, customer-driven employees, you must provide the training they need to do the job
6) Measure the results - When you create a service culture, you will see its impact on your organization’s revenues, profits, and market share
I agree with #5 in that employees need refreshers on customer service. They also need to be reminded of the priorities of the business. This is also a great time to get feedback from employees to see what's working and what's not.
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