Creating a Customer Focused Culture

Published: 09/12/2011

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Tip on Customer Service Systems and Trends

Creating a Customer Focused Culture

When teaching new employees about customer service, companies often use manuals as the primary training tool. Problem: few people read manuals more than once - if at all, and employees are left to their own interpretation of 'rules'. That means employees don't know why guidelines are in place or when to make exceptions that make sense. Consider augmenting your manual with monthly Customer Satisfaction Sessions™. At the CSS™, managers share with all employees, recent examples of exemplary customer service within that department. That way you cultivate peer recognition in a setting where everyone learns from the model. Everyone wins.

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Things You Don't Want to Hear Over an Airline PA - Our loss of altitude allows a unique close up perspective of the local terrain. I assure you that it's all part of our airline's new commitment to make your a flight a sight seeing extravaganza.

Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at or call toll free 1-800-JMowatt (566-9288). Web: