Six Steps To Creating A Service Culture
Six Steps To Creating A Service Culture
Creating a Service Culture is critical to your success. John Tschohl provides six proven steps that will help you build a service culture.
(PRWEB) July 28, 2006 -- Creating a Service Culture is critical to your success. John Tschohl provides six proven steps that will help you build a service culture.
“When every employee in an organization understands that taking care of a customer is the most important thing they can do, you have a service culture that will drive your business.”
So says John Tschohl, founder and president of the Service Quality Institute in Minneapolis, Minnesota, and author of several books on customer service, including Loyal For Life. Surprisingly, he adds, few companies understand the importance of customer service in giving them a competitive edge.
“When you do whatever is necessary to ensure the customer has a good experience with you and your company, you will have customers who are loyal for life and wouldn’t dream of doing business elsewhere,” Tschohl says. “I’m not talking about a media campaign that lauds your service; I’m talking about providing customers with great service day in and day out. If there is no consistency, there is no service.”
Tschohl, who has developed and delivered training programs that have helped companies around the world create service cultures, adds that creating that culture isn’t easy and it doesn’t come without a price tag, but it will reap great rewards. Tschohl recommends the following six steps to create a service culture that will set you apart from your competitors.
Develop and drive a customer service strategy.
“This is a powerful strategy that will allow you to differentiate yourself in the marketplace,” Tschohl says. “In order to be effective, it requires a long-term commitment by top management. I believe that the reason most organizations don’t have a service culture is that their management doesn’t understand the strategic value of customer service.
Creating a Service Culture is critical to your success. John Tschohl provides six proven steps that will help you build a service culture.
(PRWEB) July 28, 2006 -- Creating a Service Culture is critical to your success. John Tschohl provides six proven steps that will help you build a service culture.
“When every employee in an organization understands that taking care of a customer is the most important thing they can do, you have a service culture that will drive your business.”
So says John Tschohl, founder and president of the Service Quality Institute in Minneapolis, Minnesota, and author of several books on customer service, including Loyal For Life. Surprisingly, he adds, few companies understand the importance of customer service in giving them a competitive edge.
“When you do whatever is necessary to ensure the customer has a good experience with you and your company, you will have customers who are loyal for life and wouldn’t dream of doing business elsewhere,” Tschohl says. “I’m not talking about a media campaign that lauds your service; I’m talking about providing customers with great service day in and day out. If there is no consistency, there is no service.”
Tschohl, who has developed and delivered training programs that have helped companies around the world create service cultures, adds that creating that culture isn’t easy and it doesn’t come without a price tag, but it will reap great rewards. Tschohl recommends the following six steps to create a service culture that will set you apart from your competitors.
Develop and drive a customer service strategy.
“This is a powerful strategy that will allow you to differentiate yourself in the marketplace,” Tschohl says. “In order to be effective, it requires a long-term commitment by top management. I believe that the reason most organizations don’t have a service culture is that their management doesn’t understand the strategic value of customer service.