Assess Your Commitment to a “Culture of Customer Service”
Wednesday, October 28th, 2009
What is an organization’s “culture?” It is simply a critical mass of the attitudes and behaviors of its people and groups. The fifteen statements below each reflect an important “cultural” reality impacting customer satisfaction and loyalty. They have shaped our customer service program's success. Do they shape yours? How is your customer culture?1. T / F: In our organization we operate under the assumption that customers view customer contact persons as “the organization” and representatives of what the organization means to them personally. 2. T / F: We communicate regularly the importance of realizing everyone in our organization has customers: external (“paying”) customers and internal (work group/ inter-work group) “customers.” 3. T / F: We design our processes and train our people around 2 things customers want to know: (1) Do you do what you say you will? (2) How do you handle problems? 4. T / F: Realizing that organizations choose, consciously or unconsciously, to be financially driven and/or customer-driven, we make decisions remembering that organizations working from a short-term, financially driven philosophy are not as effective in service situations.5. T / F: Since front line persons make most customer service decisions on a daily basis, our top management understands their key role and allows them to inform the organization about customer needs.6. T / F: We promote the status ...
