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Driving a Service Culture
If you want to create a service culture there are several critical steps necessary. One shot or flavor of the month programs do not work. Customers today want and demand awesome service. Service leaders always outperform others in their industry if your focus is rapid growth and market dominance. Small firms become large fast. If you are not moving fast a firm like Uber who owns no cars could disrupt you or Air BNB the largest hotel firm in the world without owning any hotels.
1. Drive a Service Culture as a strategy. Very few CEO's are passionate about customer service and few understand the financial impact. The CEO and company has to be "relentless."
2. Be aggressive at eliminating stupid rules, procedures and policies. Employees worship policies and will almost always sacrifice a customer to enforce rules and policies.
3. Dramatically increase speed with everything you do. Speed means reducing the time by 90% or more. Ping An understood this.
4. Train all employees on customer service with something new and fresh every 4 months. We have to change attitudes and behaviors. Every employee in your organization already believes they deliver great service. Every employee knows this is important. The problem is they just don't do it. View this link https://www.customer-service.com/3-year-service-culture-plan/
5. Drive empowerment. This means every employee must make fast decisions on the spot in favor of the customer. Trying to get an employee to spend $25 to keep a customer often takes 2 miracles at one time. This is the most difficult skill to get employees to use.
6. Master Service Recovery. All of us make mistakes each day. How we recover in 60 seconds or less is a skill that must happen at the front line. Keeping customers is much less expensive than getting new customers.
Remember, customers will reciprocate your helpful actions. When you resolve situations quickly and effectively, and then respond to their need, most customers will pay you back with continued or increased loyalty, goodwill and repurchasing. That’s outperforming! That’s driving a service culture!!