Proven Process for Driving a Service Culture

• Strategy: Build passion and strategy with service strategist and customer service guru, John Tschohl
• Leadership: Develop your leaders to manage, motivate and lead an empowered customer driven workforce and reduce the friction that prevents an awesome customer experience.
• Tools: Use our proven certification seminars and training programs to change attitudes and behaviors and develop Customer Centric employees.

9 Principles of Creating a Service Culture

1. Relentless Strategy: Focus on strategy. You must be Relentless and it has to be a way of life.
2. Reduce Friction: Remove stupid rules, policies and procedures.
3. Empowerment: Empowerment is the backbone of great service. Everyone must be empowered.
4. Speed: People today expect and want speed. You must drastically reduce the time for everything you do.
5. Training: All employees must be trained on customer service with something new and fresh every few months. Ninety-nine percent of customer interaction is with your front line employees. They are the least trained, least valued, least paid and the face of your organization
6. Remember Your Name: The most precious thing to a customer is their name. Remember it and use it.
7. Service Recovery: When you screw up you must keep the customer and all employees must practice the 4 skills of service recovery.
8. Reduce Costs: Price is critical with all customers. Service leaders are frugal and always looking for ways to reduce costs. All my research shows service leaders are aggressive at eliminating waste and costs.
9. Measure Results: You must measure the results of creating a service culture to keep top management passionate about this process, the financial investment and time required.

• Strategy: Build passion and strategy with service strategist and customer service guru, John Tschohl
• Leadership: Develop your leaders to manage, motivate and lead an empowered customer driven workforce and reduce the friction that prevents an awesome customer experience.
• Tools: Use our proven certification seminars and training programs to change attitudes and behaviors and develop Customer Centric employees.

9 Principles of Creating a Service Culture

1. Relentless Strategy: Focus on strategy. You must be Relentless and it has to be a way of life.
2. Reduce Friction: Remove stupid rules, policies and procedures.
3. Empowerment: Empowerment is the backbone of great service. Everyone must be empowered.
4. Speed: People today expect and want speed. You must drastically reduce the time for everything you do.
5. Training: All employees must be trained on customer service with something new and fresh every few months. Ninety-nine percent of customer interaction is with your front line employees. They are the least trained, least valued, least paid and the face of your organization
6. Remember Your Name: The most precious thing to a customer is their name. Remember it and use it.
7. Service Recovery: When you screw up you must keep the customer and all employees must practice the 4 skills of service recovery.
8. Reduce Costs: Price is critical with all customers. Service leaders are frugal and always looking for ways to reduce costs. All my research shows service leaders are aggressive at eliminating waste and costs.
9. Measure Results: You must measure the results of creating a service culture to keep top management passionate about this process, the financial investment and time required.