Customer service begins at the top

Company culture can have a significant impact on the way employees embrace customer service standards, according to Business2Community.

Company culture can have a significant impact on the way employees embrace customer service standards, according to Business2Community.

If examples of positive customer service aren't seen by workers at the top, their drive to serve will likely become jaded or diminished. Leaders must set the tone, and train lower-level employees accordingly to ensure customer satisfaction and loyalty.

For example, when hiring new workers, try to look beyond an applicant's personality and attitude to determine if they're a cultural fit. If a manager believes the prospect has the mindset to embrace company culture, it's important to train the person correctly.

Beyond ingraining the business' goals, mission and vision, Retail Customer Service recommends taking a "show me" approach to make sure new workers truly grasp the concept. By simply asking, "Do you understand," the manager isn't able to determine if the worker can execute. Take the "show me" step to find out.

Lastly, allow for experimentation and (at times) failure, as long as it doesn't severely hurt the company's bottom line. Feeling empowered can be a boon to a workers' customer service prowess and enhance relationships while also allowing them to learn from mistakes.