CUSTOMER SERVICE MANAGEMENT (CSM) | Does Everyone Know?

Does your company have a mission statement?  Have you articulated your company value statement?  What about your company vision statement?

Many companies have at least one, if not all three of these. If you have none of these, I would encourage you to take a moment and click on the links I’ve provided and consider creating one for of each for your company or department.

If you do have a set of mission, vision, and core value statements, does each and every employee know what they are?  Can they articulate them? (Yes, ALL of them?)  If not, you’ve got a great opportunity to advance the level of customer service, employee satisfaction, and ultimately, the loyalty of both employees and customers.

When I worked for Citibank years ago, the first thing I did when I was promoted to head a new department or business unit was to send out a memo outlining my core values.  “These are the things I value…” and they never changed.  It gave everyone in the organization a “heads up” as to what I expected.  This is quite a list ranging from punctuality, attention to detail, honesty, etc.  You’ll note that these are basic, simple expectations.  I didn’t use any marketing catch phrases.  I kept it pretty simple actually.  Today, every new employee gets the same information within the first 30 minutes they arrive.

Employees appreciate it.  They know what to do from the start.  If there’s any question about what or how they should do, they can refer back to these values.  The same goes for all vendors too!  If they don’t understand the game, how can they win?

The same goes for your mission and vision statements.  If you haven’t reviewed all three documents and made sure that each and every employee in your organization understands these, you’re missing the boat.  You’ve killed a few trees and wasted some time.  But, once you start to share your mission, vision, and values with all employees, you bring these documents to life.

Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:

The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
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