Customer Care - Building a Customer Focused Culture - By: Kate Tammemagi

Customer Service is about the experience our Customers have of us, our products and our service. Their experience of us, as people, is as powerful an influencer of future buying as the Customer's experience of our products. In Customer Service, our goal is that each of our Customers will receive high quality Customer Service and an experience of us that will exceed their expectations on each and every call to our Organization. Each caller will have a memorable experience that will encourage him or her to return and to buy more.

It is important that each and every person in our Organisation is capable of delivering that positive experience. This involves Customer Service Training - ensuring each has the knowledge, skills and attitude that will be successful. However, will they USE these skills to achieve a positive outcome?

The Influence of Team Culture
The power of Team Culture is extremely influential on the performance of our Customer Service Team and the quality of Service we deliver to our Customers. Team Culture is THE most important influencer. A positive, Customer focused person can very quickly adapt to the beliefs and attitudes of a negative group. They will quickly conform to telling negative stories about 'stupid' Customers, or sharing examples of their 'bad' Company.

A new Customer Service Representative will adopt the beliefs, attitudes and behaviours of the Team Culture. It is vitally important, therefore, that we work continuously to ensure our Team Culture is one that is positive and Customer Focused.

Building Customer Focused Culture
A high performing Customer Service Team has a very identifiable Team culture - the Assertive, Customer Focused Culture. They have a set of beliefs, attitudes and norms of behaviour that ENABLES them to perform exceptionally well with their Customers and motivates them to continuously improve.

We can build a Customer Focussed Team Culture by working on each of the essential beliefs, and improving each one.

The Essential Beliefs of a Customer Focused Team are -
1. This is a GOOD Company - worth working for.

2. What we do as a Company is of VALUE to our customers. (including Exceeding Expectations)

3. Our Customers are important. External are most important. Internal are customers too.

4. We are ALL part of this Company - connected to a shared purpose.

5. Our Team Purpose is important - we have a vital contribution to make to our Shared Purpose

6. My work has value - I make a difference - what I do is important to the achievement of our Team Shared Purpose

7. Every Team Member belongs to this Team. Each has responsibility to achieve, to meet Team Leader expectations. Each has responsibility to manage & exceed Customer expectations.

8. Success is good - achievement is good.

9. To succeed we must get better and better - as individuals and as a high performing Team.

10. We are a good Team - and next month / year we will be a BETTER Team.

These beliefs are the key to success in Customer Service. If you are on a Management Team, encourage your Managers to work on improving one belief per month. Use the same method if you are a Team Leader. Get the Team involved by brainstorming HOW we can improve each belief. You will soon reap the benefits in terms of better performance, increased motivation and improved job satisfaction.

About the Author

Kate Tammemagi is a Customer Service Trainer in Ireland. She has extensive experience delivering customised Customer Service Courses and Customer Care Courses.

Article Directory Source: http://www.articlerich.com/profile/Kate-Tammemagi/57937

Additional Articles From - Home | Business | Customer service