How To Develop A Customer Service Culture At Your Office

Because every company is unique, every company has its own unique culture. But despite their differences, every company that has customers should strive to create a customer-focused culture in which employees are happy and enjoy going to work each day. Put simply: when your employees feel good about their work, it will trickle down to the customers and create a best-case scenario for everyone.

Building a customer service culture doesn’t happen overnight but if it starts at the top and reaches every facet of your organization, it can be done. Here’s how.

Buy in Starts at the Top and Filters Down

It’s easy to make the mistake of assuming that your employees truly understand the value of stellar service. But that’s a mistake you don’t want to make. The best time to promote your customer-focused culture is on day one – during employee orientation and again during employee training, team-building exercises, and all company events. In other words – never stop reminding your employees of your company’s mission to focus on customer service – and make sure top management is on board and role models the qualities you want in all employees.

Set Clear Expectations

Your staff can’t read your mind, especially when it comes to what you expect from them on a daily basis. While most experienced employees will have some basic understanding of what they should say and how they should behave, you still need to be clear about what you want. Don’t beat around the bush – be very specific during employee orientation and training. Clearly define job descriptions, goals, and expected outcomes so there’s no room for confusion.

Train Employees to Embrace your Culture

A simple way to reinforce your company’s values, mission, and culture is to sneak it in to your employee training as much as possible. When a new concept is introduced, it never hurts to include a real-life scenario and a description of how you want your employees to react. When they know what they need to do to succeed, they’ll be able to find ways to excel.

Encourage A Strong Sense of Personal Responsibility

The more invested your employees are in your company, the more responsibility they will take on. When accountability is a major part of a company’s culture, employees know they have the freedom to make decisions and with that freedom comes a great deal of responsibility. They’ll work harder to live up to the challenge.

Take Advantage of Customer Feedback

There’s no point asking customers for feedback if you don’t intend to use it. Customer feedback should be held on a pedestal – it’s one of the most valuable assets you have when it comes to marketing, service, and overall business development.

If your customers take the time to share their opinions but then feel their feedback has been ignored, they will react – and it won’t be pretty. The last thing you want is for your customers to feel unappreciated so part of the company mission should be to take the time to develop and implement a system that requests, reviews, and implements feedback. When changes are made, they need to be conveyed to your team in a way that reinforces your customer focus.

Reward Outstanding Performance

Numerous studies show that people respond better to positive reinforcement than they do to punishment. So it stands to reason that when you create a system that rewards truly outstanding work, your employees will do everything possible to stand out and earn their reward.

Deal with Employees That Don’t Meet Your Standards

At the end of the day, any poor, offensive, or dangerous behavior must be met with serious reprimand or termination. When you create a culture that demands exceptional performance, and you provide training and constant reinforcement of your standards, your employees will know there are consequences for their actions.