Tip #378: The Manager’s Role in Building a Customer Service Culture

On June 6, 2011, Posted by , In management and leadership, By ,,,, , With Comments Off on Tip #378: The Manager’s Role in Building a Customer Service Culture

“Moments of truth” are the critical incidents in which customers come into contact with the organization and form their impressions of its quality and service.” Karl Albrecht and Ron Zemke

Do your employees simply serve customers or do they really care about helping customers solve their problems? Do they recognize that every interaction they have with their internal or external customers is a moment of truth? Do they know that their interaction will determine the customer’s perception of your organization as either helpful, caring and accessible, or cold, disinterested, and unwelcoming?

As a manager, there are three key steps that you can take to instill, support and maintain a customer service culture throughout your organization.

1. Establish a customer Read the rest