How do you overcome resistance or skepticism to customer service culture change?

1 Identify the sources of resistance

The first step is to understand why some people are reluctant or doubtful about the customer service culture change. Is it because they fear losing their autonomy, status, or skills? Is it because they don't see the benefits or value of the change? Is it because they have had bad experiences with previous changes or initiatives? By identifying the sources of resistance, you can tailor your approach and address their concerns more effectively.

2 Involve and empower your employees

Your employees are the key drivers of your customer service culture change. They are the ones who interact with your customers, deliver your services, and represent your brand. Therefore, you need to involve and empower them throughout the change process. You can do this by soliciting their feedback, input, and ideas, by providing them with training and support, by recognizing and rewarding their efforts, and by giving them opportunities to lead and innovate. By doing so, you can increase their engagement, ownership, and commitment to the change.

3 Communicate and educate your customers

Your customers are the ultimate beneficiaries of your customer service culture change. They are the ones who will enjoy the improved quality, satisfaction, and loyalty that result from the change. Therefore, you need to communicate and educate them about the change. You can do this by explaining the rationale, goals, and benefits of the change, by inviting them to share their opinions, expectations, and feedback, by informing them of any changes in policies, procedures, or standards, and by showcasing your success stories and testimonials. By doing so, you can build their trust, awareness, and advocacy for the change.

4 Align and engage your stakeholders

Your stakeholders are the external parties that influence or are influenced by your customer service culture change. They may include your suppliers, partners, regulators, competitors, or media. Therefore, you need to align and engage them with the change. You can do this by identifying their interests, needs, and expectations, by communicating and collaborating with them regularly, by addressing any issues or conflicts that may arise, and by demonstrating your value proposition and differentiation. By doing so, you can create a supportive and competitive environment for the change.

5 Monitor and evaluate your progress

The last step is to monitor and evaluate your progress towards your customer service culture change. You need to measure and track the impact of the change on your key performance indicators, such as customer satisfaction, retention, loyalty, referrals, revenue, or profit. You also need to collect and analyze the feedback and data from your employees, customers, and stakeholders, to identify the strengths, weaknesses, opportunities, and threats of the change. By doing so, you can celebrate your achievements, learn from your mistakes, and make adjustments as needed.

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?