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Efficiently serve customer’s needs (e.g., listen actively, ask probing questions, offer suggestions, take action).

Make the customer feel welcome (e.g., greetings, body language).

Customer service guidelines should align with the company’s brand. This gives employees the flexibility to adapt to each customer’s unique needs within a standard framework. Do not make them too rigid or strict as not all standards will apply to every customer situation. Service standards are guidelines for employees to follow when interacting with customers. For a philosophy to succeed, it needs to align with your team’s specific values, goals, and long-term vision for your relationship with customers. Īlthough good customer service philosophies have a few things in common, no two should be the same. Take your answers from above and integrate them into a coherent piece. But having it down on paper - preferably a digestible one-pager - will allow your service reps to reread and internalize it. There’s no fixed format to a customer service philosophy. What is the purpose of your company? What is the role of customer service within your company? What experience should the customer have for your company to fulfill this role? What does this look like for your customer service representatives? What are your company’s core values and how are they prioritized? What are the principles that should guide your employees who interact with customers daily? How will employees easily remember these principles? Creating a Customer Service Philosophy for Your TeamĬareful contemplation is the first step. Listen for and resolve any issues or concerns.Įnd with a fond farewell and an invitation to return. Present a solution for the customer to take home today. Politely try to understand all the customer’s needs.

#REPLY TO COMPLAINT EMAIL CONCERNING DAMAGED GOODS HOW TO#

really stand for when it comes to training staff on how to sell? It actually means:Īpproach customers with a personalized, warm welcome. In fact, everything you’ve expected from the moment you arrive until the time you leave has been tediously thought out and most of it scripted. Apple’s Genius Training Student Workbook reveals a great deal about the extent to which the company goes to sufficiently train and produce the level of quality service anyone who’s visited an Apple store comes to expect. For example, “The staff at Apple retail stores are all screened and trained with a great deal of scrutiny before they make it out onto the sales floor to interact with customers. Often companies offer training to employees on how to uphold these values. Customer service values impact the experience the customer receives and they help to define the personality and attitude the business is trying to put forth.

Your vision statement is followed by your team values. The first section of a customer service philosophy is a customer service vision statement, which Jeff Toister defines as “a statement that clearly defines the type of customer service employees are expected to provide.” Customer Service Values Generally, a customer service philosophy is composed of two parts: vision and values. “A customer service philosophy is a shared mission for your support team, a set of guiding principles that ensure you’re upholding your core values with every customer interaction.” No matter which employee a customer interacts with, they will experience the same delightful service that epitomizes the company’s values. In an environment in which front-line staff deal with an endless stream of unpredictable scenarios, having a strong philosophy helps empower team members, provides a coherent story to help employees understand company values, and sets the foundation for a customer-first strategy that’s proactive rather than reactive. Having a shared philosophy keeps everyone focused on the same goal and helps them understand the holistic approach to achieving that goal.” “If you’re looking to improve your customer experience, start by creating a customer service philosophy for your support team. Identify the costs of poor customer service.Suggest ways in which to improve service quality.Describe what service recovery looks, sounds, and feels like.Identify obstacles to outstanding service.Explain why it is important to measure service quality.Describe why it is important to set SMART goals for customer service teams.Explain the purpose of having service standards and goals.Describe how to create a customer service philosophy for your company, department or team.After reading this chapter, you should be able to do the following: