How do you change your customer service culture for today's customers?

2 Define your desired culture

The next step is to create a clear vision of what you want your customer service culture to be. You need to align your service standards, values, and goals with your customers' needs, preferences, and expectations. You also need to consider your industry, competitors, and market trends. You should involve your staff, customers, and stakeholders in defining your desired culture, as they are the ones who will implement and experience it. You should also communicate your vision clearly and consistently to everyone.

3 Train and empower your staff

The third step is to equip your staff with the skills, knowledge, and tools they need to deliver your desired customer service culture. You need to provide regular and relevant training, coaching, and feedback to your staff, covering both technical and soft skills. You also need to empower your staff to make decisions, solve problems, and take ownership of their service delivery. You should reward and recognize your staff for their performance, contribution, and innovation.

4 Monitor and measure your progress

The fourth step is to track and evaluate how well you are changing your customer service culture. You need to use both quantitative and qualitative methods to measure your service outcomes, such as customer satisfaction, retention, loyalty, referrals, revenue, and costs. You also need to collect and analyze feedback from your staff, customers, and stakeholders, to identify what is working and what is not. You should also benchmark your progress against your competitors and industry standards.

5 Learn and improve continuously

The final step is to keep learning and improving your customer service culture. You need to be open to feedback, suggestions, and changes from your staff, customers, and stakeholders. You also need to be flexible and adaptable to the changing needs, preferences, and expectations of your customers. You should also seek out best practices, trends, and innovations in your industry and beyond. You should always strive to exceed your customers' expectations and create a positive and lasting impression.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?