From the course: Leading a Customer-Centric Culture
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Write a customer service vision
From the course: Leading a Customer-Centric Culture
Write a customer service vision
- Writing a customer service vision for your organization, department or team does not need to be overly complicated. There are three stages in the process. It starts with some light prework to get everyone's input. Next, we hold a meeting with a small group of people to draft the statement and finally, we get buy-in from key stakeholders. Let's walk through each step together, starting with the prework. In the prework stage, we want to give all employees a chance to provide some input on the customer service vision. The vision becomes more authentic and employees are more likely to buy into our eventual statement when they are asked to participate. I like to ask employees to respond to an open-ended question. What would you like customers to think of when they think about the service we provide? You can capture this input using survey software via focus groups or using online discussion software such as Slack. You then take all of the responses and create a word cloud. A word cloud…
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