Setting your team’s customer service values can help create a workplace mindset that draws everyone together with a common purpose.
Everyone stresses the value of a customer service culture. Additionally, leaders spend a lot of time planning out their goals. Similarly, values communicate a culture’s goals. How do you set your organization apart?
Gain the Power Found in Defining Your Culture
Whether you develop it or not, your business culture will always exist. In other words, your culture will be based on unspoken ideals and values.
Intentionally setting your team’s customer service values helps create a workplace mindset that draws everyone together with a common purpose. In addition, it attracts staff and customers.
Remember that customer service fundamental principles must be shared by the entire organization. The best method to promote a value is to lead by example.
Furthermore, correct those who violate your values, whether they are managers, coworkers, or even customers. The consumer is always right, but that doesn’t excuse rudeness. Setting clear limits demonstrates your principles. Inspire a culture that aligns with your values.
As a leader, you must express your values through actions, public remarks, and inter-office communication. If you want your values to matter to your firm, you must be consistent. With a strong corporate culture, you’ll attract people who share your beliefs. Opponents tend to keep their distance.
This list of customer service values can help you advise and support your frontline employees.
1. The Value of Accountability
Your customers expect you to keep your promises, and your customer service team is your company’s “face.” They help customers with issues. Accountability means your agent owns the problem and works to resolve it.
To achieve this value, you must empower your agents to make quick judgments. For example, “I’m very sorry that happened. Let me address that issue for you,” is an apology. However, when confronted with “I’ll have to ask my manager,” the customer can become frustrated.
2. The Value of Optimism
Wouldn’t you rather be around someone who is upbeat? Negativity affects not only employees but also customers. In addition, it’s not only annoying, but it reflects poorly on your brand.
Problems should be met with a positive attitude. Positive remarks make even difficult problems seem manageable. Never say that nothing can be done about a problem. Open your thoughts to a positive outlook that seeks solutions rather than problems.
3. The Value of Sincerity
Good customer service is genuine. Customers don’t want to deal with robots reading scripts. They’ve probably already spoken to your chatbot. They want actual people who respond to them personally.
Encourage authenticity by soliciting staff input. Encourage expression and interest in who they are as a person. This will be reflected when the customer calls.
The first basic rule of good customer service is to respect your own employees. When respect pervades your company, you attract respect. There must be respect for self and job. In return, employees respect the customer.
Respect for the customer service department is essential. Try not to see it as merely a cost center. Additionally, it’s important to see it as a center for solutions. Likewise, it’s also a center for answers and opportunities. When clients call, they should immediately feel the difference in enthusiasm and attitude.
A company that encompasses this value of sincerity is the care package company, Spoonful of Comfort. Instead of focusing on their product itself, soup care packages, the company is rather focused on taking a genuine approach to all interactions with both customers and clients.
Rather than business-minded marketing posts, their blog is filled with posts about how to support and care for your friends and family. Like this article about supporting a friend through a difficult time. Learn to value sincerity in your business.
5. The Value of Trust
Communication is built on trust. It implies being honest, even if you’ve erred.
Everyone is human. Errors will happen. The trick is to admit it and try to correct it. Making honest blunders and working to repair them builds consumer loyalty.
Trust your agents and let them solve problems on their own. If they have to ask permission for everything, it implies you don’t trust them to accomplish it on their own. You hired them for their talent and ability. Therefore, train them and then let them go.
6. The Value of Communication
To paraphrase a famous writer: The single biggest obstacle in communication is the illusion of communication.
It’s easy to assume you comprehend what someone else says. So it is with customers and friends. If you’re unsure, don’t be afraid to ask and make certain. In addition, wait for your turn to speak, and while your wait, really listen.
7. The Value of Loyalty
To earn employee and consumer loyalty, you must be loyal. You’ll get the most from your team when they know you regard them as people. No one wants to be seen not merely task-performers or automatons.
Lead by Example and See Better Results
All the above values can help earn clients’ loyalty. People pick brands that represent their values. Strong values are good for business and generate good buzz.
In conclusion, it is the leader’s job to be a good example of the values upheld by the company. Intentionally doing so will benefit your team’s performance.