CREATING A CULTURE OF EXCELLENCE
We live in a service-centered, service-sensitive economy. Yet, so many businesses have overlooked the importance of top quality customer service. Organizations that deliver high quality, impeccable service increase market share and have a higher return on sales than their competitors.
With the push for quality comes the need to focus on customer experience and loyalty. To your organization, this means creating a unique customer experience that cannot be duplicated. It means Creating a Culture of Excellence.
Establishing and maintaining exceptional customer service is not just a training issue. It is based on the culture of the organization as a whole. Every employee must understand and implement their own brand of service, based on their position and the employee contact they have.
In order to fully understand what is being asked of them, it is necessary to determine employee satisfaction levels and management skills. The starting point is through an employee culture survey to understand employee satisfaction. Organizations frequently call their employees “team members” but do not treat them as such. Management is not supportive, organizational goals are not shared, and communication is lax. Creating the team atmosphere is an essential piece of top-notch customer service. Happy employees create happy customers. It’s as basic as that.
In addition, we can implement management surveys to identify the strength and attitude of the management team from supervisor on up. It is essential for high quality customer service to have a satisfied employee base and managers that understand their job and support their team.
As you can see, Creating a Culture of Excellence is not a training class, but a complete culture experience. Mastering this process and providing your employees with the direction and motivation to excel is an essential piece of the puzzle.
Ask yourself: are my company’s service standards where my customers want them to be? We can help you provide the service that will set you above the competition by providing the steps to create your Culture of Excellence!