Employing company vision in customer service training

Benny HillEvery company needs a motivational vision; what you want your company to ultimately become. Training customer service representatives to understand and value what the organization is seeking will provide that sense of purpose, enthusiasm, and commitment; it just requires a meaningful platform to be used in a successful training program.

Almost any company will state on a mission statement their commitment to excellent customer service, but how many of those organizations follow through on that campaign? The vision is fundamental, but many fall flat and never train their personnel to deliver. Engaging service visions captivate our realities and our imaginations. For instance, the Ritz Carlton’s “experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”  Those of us who have had the pleasure of staying at a Ritz Carlton most likely have experienced that monumental commitment to service.

Companies who truly motivate and engage their service representatives enable customers to actually hear the organization’s mission.  “Yes, that’s who they are,” customer Jane Doe says about a particular company with an engaging service vision. It’s different from the competition; it makes them stand out. “We’ve been asked by a lot of people how we’ve grown so quickly, and the answer is actually really simple. We’ve aligned the entire organization around our mission: to provide the best customer service possible. Internally, we call this our WOW experience,” explains Zappos, one of the most successful customer service oriented businesses of today’s competitive market.

Successful businesses have created a mantra; the organization’s philosophy incorporated into their daily routines. This makes it easy and natural for everyone to remember and act upon accordingly. And to add to the customer representative training, is the support and knowledge of the front offices with the back offices and every office in between; it truly needs to be a company effort. In other words, everyone is rowing the boat in the same direction, and everyone helps to row.

Each business has their own style of service, and customer value should be crafted so the service vision addresses and satisfies the needs of the customers. An emergency medical care office will want to create a warm and inviting atmosphere with compassionate personnel while a hardware store’s customer service representative needs to have expert knowledge of merchandise and advice for the customer entering with a specific purpose. Some restaurants cater to expensive clientage while many customers want family oriented and reasonably priced. Keep in mind how each business needs to be different from their competition; what makes your business stand apart from the others?

photo credit: liber

One Response to “Employing company vision in customer service training”

  1. Dale said:

    Sep 21, 10 at 8:08 pm

    Great article, Cheryl. I just conducted two days of communication and customer service skills training for a large organization and was pretty shocked to find out how little has been done within this place to help their staff, especially the front line staff, know how to engage customers.

    This article brings the idea of the customer service vision and why it’s so important clearly into focus.