Customer First Culture: As Seen in The Closer

Creating a Customer-first Culture

- By Linda Richardson

A customer-first culture starts with management. How clear is their vision of what they want the customer experience to be? How do they treat their people? Are they role models of the level of customer service they expect from others? How vigilant are they in making sure that the values they believe in form the foundation of customer service training? How much training do they give their people? Excellent customer service starts with clarity and commitment of the vision by senior management, role modeling, and training. Without these, customer service excellence cannot exist.

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