Creating a Customer Focused Culture

When teaching new employees about customer service, companies often use manuals as the primary training tool. Problem: few people read manuals more than once – if at all, and employees are left to their own interpretation of ‘rules’. That means employees don’t know why guidelines are in place or when to make exceptions that make sense. Consider augmenting your manual with monthly Customer Satisfaction Sessions. At the CSS, managers share with all employees, recent examples of exemplary customer service within that department. That way you cultivate peer recognition in a setting where everyone learns from the model. Everyone wins.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

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