Customer service culture
Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts. Internal communication programmes are put in place and incentives scheme designed to make sure that the customer service culture permeates everything that the company does. One factor is often missed though as it is also important to adjust the service delivery to regions and countries in which the company operates. Trying to deploy the home culture in overseas market might be perceived to be charming and original for a while but is rarely sustainable. Similarly, using overseas servicing centres for the home market is often prone to cultural challenges. So when next discussing customer service culture, don't forget to include the culture of your customers as a key parameter.