A thriving customer service culture is a powerful force. It’s a feeling that “the way we do things around here” is pro-customer and, not incidentally, pro-the people who serve the customer. When the culture is vibrant enough, it shines a clarifying light on company goals and daily practices, keeping those that are aligned front and center, with resources appropriately allocated in their support. It makes it clear whom to hire and helps make the best of those who have been hired.
And it provides a clear path toward a sustainable, red-ink-free bottom line by moving your product or service out of the commodity category in the public’s mind.
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So what is a customer service culture?
My definition of customer service culture—the practical, working definition I use on the jobsite as a customer service consultant and turnaround expert (and how I define it in Ignore Your Customers (and They’ll Go Away [HarperCollins Leadership], from which this…
