From the course: Customer Service: Motivating Your Team
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Cultivating a supporting culture
From the course: Customer Service: Motivating Your Team
Cultivating a supporting culture
- In some organizations you can feel the energy. You can just tell employees are committed and engaged. I've seen that seven key principles are always at work in great organizations. Let's summarize them here. First, hire the right people. I heard a successful customer service leader put it this way, we hire the passion and train the skills. And I agree, while it makes a lot of sense to recruit employees who have the skills you need, a drive and passion to help customers is a must-have in customer service. And establish a clear compelling mission. Come up with something that's inspiring and reflects the enormous potential of customer service. Next, make sure your actions align with your words. It's what you do more than what you say that really matters. There are countless organizations that advertise their values, but then encourage a very different behavior. For example, we put customers first, but please keep the time you spend with them less than four minutes. Also, treat your…
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