Comments on: How To Create A Service Culture http://www.marciaxenitelis.com/blog/how-to-create-a-service-culture Just another WordPress weblog Thu, 11 Mar 2010 06:30:06 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: M. Smothers http://www.marciaxenitelis.com/blog/how-to-create-a-service-culture/comment-page-1#comment-517 M. Smothers Thu, 25 Feb 2010 21:49:08 +0000 http://www.marciaxenitelis.com/blog/?p=137#comment-517 As for me, well one of my favorite ways to improve a service culture is to have ‘the first responders’ jot down the most memorable a/o important comments from a Client on a side page, which then gets submitted to their manager. These comments are then compiled into readable text for the customer service department head. Once a month or so, a meeting is held to review these comments, & the changes they have generated. The first responders now know that the CS dept. is really listening to what they know to be important to their Clients. They now take pride in having a say in the way the company handles it’s CS. It’s all a first responder could want – to know they are passing along the CS issues that will be handled or changed! I will look forward to hearing more about the subject from you especially about how to measure whether employees in the CS dept and clients are in agreement about the level of service. M. Smothers As for me, well one of my favorite ways to improve a service culture is to have ‘the first responders’ jot down the most memorable a/o important comments from a Client on a side page, which then gets submitted to their manager.

These comments are then compiled into readable text for the customer service department head. Once a month or so, a meeting is held to review these comments, & the changes they have generated.

The first responders now know that the CS dept. is really listening to what they know to be important to their Clients.
They now take pride in having a say in the way the company handles it’s CS.
It’s all a first responder could want – to know they are passing along the CS issues that will be handled or changed!

I will look forward to hearing more about the subject from you especially about how to measure whether employees in the CS dept and clients are in agreement about the level of service.

M. Smothers

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