Ask MSBCoach is your opportunity to ask our professional coaches, trainers and consultants about your specific concerns in your career or organization. The truth is, many others out there are probably having the same struggles. We’re looking forward to hearing what is on your mind and offering our advice or suggestions and sharing them for all to benefit.
As the president of my company I realize customer service is the job of the entire organization and not just our sales reps and customer service department. How do I create an entire culture of Customer Service? Sincerely, Jennifer A., Springfield, VA.
You are a wise leader to recognize that customer service is not just the responsibility of your customer service department or sales reps. The truth is, customer service is everyone’s job and it begins with leadership and a strong team. Research shows us a direct correlation between internal satisfaction (how happy is your team) and external customer satisfaction (how happy are your customers).
In order to create a culture of customer service you have to begin on the inside. According to Websters dictionary, ‘culture’ is the knowledge and shared values of a society (in this case the society is your organization). As a leader you are responsible to work with your team to make sure there is a shared knowledge base and values system regarding the expectations of customer service. This knowledge and values begins with how we treat and respect one another internally.
Here are a few important things to remember in providing excellent internal and external customer service:
- Platinum Rule – do unto others as they would have done unto them
- Create a positive experience
- Proper communication – verbal and non-verbal
- Follow through
Customer service is not rocket science; however, it is amazing how the simple things can make or destroy us. Finally, the more you can empower your employees to make the right decisions for the benefit of the customer, the more satisfied both your employee and the customer will be!
If you have more questions, contact me at email@example.com
About Michelle Braden
Michelle Braden is the CEO of MSBCoach (an international coaching organization that focuses on executive coaching and leading employee engagement), founder of the Authentic Leadership Summit, the Emerging Executive Leadership Program and the Center for Employee Engagement. Michelle is also an adjunct facility member of the Center for Creative Leadership and the author of three leadership book, “Stand Out”, “Dare to Make a Difference” and “Bottom Line”. She is sought after by executives for coaching based upon her own leadership experience and ability to connect with leaders at a personal level. Michelle is known for “keeping it real”. Her passion is to work with leaders to identify what it takes to lead with authenticity which is knowing your values, key drivers, leadership and communication styles, hot buttons, desired responses and how to keep these areas in alignment. She coaches executives to inspire those they lead to find their work passions, take ownership of what they do, create balance and bring their best selves to work each day.
Most recently Michelle has worked with executives form the FRB of Richmond, UVA Medical Center, Darden Business School, ILuka Resources and Capital One Financial.