The first section of a customer service philosophy is a customer service vision statement, which Jeff Toister defines as “a statement that clearly defines the type of customer service employees are expected to provide.” Customer Service Values
Generally, a customer service philosophy is composed of two parts: vision and values. “A customer service philosophy is a shared mission for your support team, a set of guiding principles that ensure you’re upholding your core values with every customer interaction.” No matter which employee a customer interacts with, they will experience the same delightful service that epitomizes the company’s values. In an environment in which front-line staff deal with an endless stream of unpredictable scenarios, having a strong philosophy helps empower team members, provides a coherent story to help employees understand company values, and sets the foundation for a customer-first strategy that’s proactive rather than reactive. Having a shared philosophy keeps everyone focused on the same goal and helps them understand the holistic approach to achieving that goal.” “If you’re looking to improve your customer experience, start by creating a customer service philosophy for your support team. Identify the costs of poor customer service.Suggest ways in which to improve service quality.Describe what service recovery looks, sounds, and feels like.Identify obstacles to outstanding service.Explain why it is important to measure service quality.Describe why it is important to set SMART goals for customer service teams.Explain the purpose of having service standards and goals.
#Clarify crm bos how to#
Describe how to create a customer service philosophy for your company, department or team.After reading this chapter, you should be able to do the following:
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