From the course: Leading a Customer-Centric Culture
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Assess organizational alignment
From the course: Leading a Customer-Centric Culture
Assess organizational alignment
- Have you ever tried to push a shopping cart with a broken wheel? Try as you might, it's nearly impossible to get it go straight. That one wheel keeps pulling the cart in the wrong direction. Culture is a lot like that cart. It's much easier to go where you want to go when all of the wheels are aligned and pointed in the same direction. I'd like to share an assessment you can use to evaluate how closely your organization, department, or team is aligned with your customer service vision. The first aspect is the the business goals we set and hold our employees accountable for achieving. The second is hiring for culture fit which means hiring employees who embrace our cutomer service vision. The third is training. Employees need knowledge and skills to know how to contribute to our service culture. The fourth aspect is empowerment. We must give employees the ability to fulfill the vision. The last aspect is leadership. Leaders must use the customer service vision to guide everything…
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