What exactly is a customer service mantra? It is more than your tagline, motto, or vision. In essence, I believe it a promise that you make to your customers. It is not a long-winded story or essay – it is short and sweet, and to the point. Think of it more as a few words or a short sentence. Creating your own set of customer service mantras is key to building a customer-focused culture within your organization. When your organization embodies a customer-focused culture, it is more likely to build customer loyalty and employee satisfaction which greatly impacts your bottom line.
Here are a few sample customer service mantras:
- “It’s our problem until it is no longer yours.”
- “We strive to provide our customers with a warm and kind touch in every interaction.”
- “Be quick, be right, be personable.”
Now that you have a set of customer service mantras, what do you do with them?
Start at the top!
Everyone within your organization should understand, live and breathe your customer service mantra(s). I firmly believe that your customer service mantra will be most effective if it starts at the top. What does that mean? Make sure the CEO is involved!
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”Jeff Bezos, Founder and CEO of Amazon
If your CEO and the rest of your executive leadership team embody the positive energy of your customer service mantras, it will trickle down the ranks and provide the rest of your organization with a shining example to follow.
Incorporate it into your training programs
It’s important to immerse your staff in your organization’s customer service mantras in both new hire and ongoing training. You can use these training opportunities to educate your staff on what these customer service mantras mean and what they can do to fulfill these mantras. This could mean educating them on different tools, resources, and methods to satisfying customer requests. However, I believe a solid training program that incorporates thoughtful customer service mantras will also teach your staff how to think proactively and focus on customer-focused solutions.
Post it everywhere!
It’s not enough to have your customer service mantras in training. You need to post it everywhere! Create large posters and post them around the office so that your staff are consistently reminded of these important customer service mantras. Another option would be to post these mantras in each cubicle. Whatever you decide to do, make sure that you reinforce your customer service mantras in writing and in clear view.
Does your organization have a customer service mantra in place? Is every member on your team putting the customer service mantra to work in their customer interactions? CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you to achieve exponential growth, manage change, and generate profit. For a comprehensive CX assessment and strategic plan customized for your unique business needs, connect with us here today.