From the course: Leading a Customer-Centric Culture
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How to write a customer service vision
From the course: Leading a Customer-Centric Culture
How to write a customer service vision
- Writing a customer service vision for your organization, department, or team does not need to be overly complicated. There are three stages in the process. Let's walk through each step together, starting with the pre-work. In the pre-work stage, we want to give all employees a chance to provide some input on the customer service vision. The vision becomes more authentic and employees are more likely to buy into our eventual statement when they're asked to participate. I like to ask employees to respond to an open-ended question. What would you like customers to think of when they think about the service we provide? You can capture this input using survey software, via focus groups, or using online discussion software such as Slack. You then take all of the responses and create a word cloud. A word cloud is a visual depiction of the responses you received from employees where the most common words appear larger and bolder. Let's say we surveyed employees working for a company that…
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