Creating an exceptional customer service culture relies on more than superficialities. It requires clear purpose, guiding principles, and alignment in practice. Let’s dive into the three key steps.
Write a clear and jargon-free sentence defining your business's purpose
Make your purpose direct and easy to understand. It sets the expectation for everyone in the organization.
Create up to 12 essential principles that align with your purpose.
These principles guide daily interactions, creating a cohesive customer-centric experience.
Hire for the psychological potential to serve customers and make culture clear from day one.
Reflect your cultural goals in talent management, applaud employees for pro-customer behavior, and gather input to make your culture stronger.