Creating a Customer Service Culture

Superior customer service is about much more than serving customers – it is a mindset, a commitment that goes far beyond merely having customer service training presented to staff who interact directly with external customers.

Free To Grow assists organisations in developing and sustaining a service culture through the following:

Equipping leaders with the knowledge and skills to align the organisation to the needs of customers, help managers set the tone and lead by example as far as service excellence is concerned, and
Developing in staff a pride and passion for customers and service, as well as the practical skills for interacting with them.

1. Setting the Tone (Senior management)

This programme helps senior leaders:

create and maintain an environment where service excellence is the norm
identify and address critical success factors in the organisation that need to be aligned to the needs of the customer
create and communicate a service vision and service standards, and
deepen an awareness of the needs of their internal customers (their staff) and the mirroring principle.

2. Coaching towards Excellence

This programme helps middle and junior level leaders:

understand their key role in the service chain
act as an effective channel to communicate the service vision and standards to staff
demonstrate to them that their contribution is valued and provide support and recognition where needed
coach them towards improving and maintaining service excellence
rolemodel the service standards of the organisation.

3. Free To Care (Staff)

Offers an ‘inside out’ approach to customer service that helps staff:

Value themselves and the contribution they can make to the organisation
Understand the purpose & role of excellent customer service in the bigger picture of retaining existing and gaining new customers
Develop pride in what they contribute in this regard
Increase passion for dealing with customers and for meeting their needs.