Why a Customer Service Culture Never Starts with Customers
It's even more simple than you think. Employees will treat your customers exactly the way you treat them. If your employees are well cared for, they will focus on being good to your customers.
This is why according to Shep Hyken, customer service speaker and author, the secret to building a customer service culture is not to start focusing on customers, but rather employees. He says that great companies "hire the right people to fit into the culture. They train them both technically and on how to deliver their brand of helpful customer service. The management and employees treat each other with dignity and respect, and in turn, they treat their customers in a similar fashion."
Treating employees well will build a cullture of pride that they will want to show off to your customers.
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