Shep Hyken\'s Customer Service Blog

Posts tagged "customer service culture"

Core Values and Company Culture

Culture, Commitment, and Taking Care of Customers

Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.

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Key to a Customer Service Culture

customer-service-experienceIn a customer service culture, trust is of the utmost importance in the customer and employee relationship.  In the perfect setting, management must trust employees, employees must trust management, and the customer must trust the company.  This is the “Three Legged Stool” theory in action.  For those not familiar with this concept it is simple. If you have a three-legged stool and one of the legs is taken away, the stool falls over.  If anyone of these groups mistrusts any of the others, there is no chance for customer loyalty. Continue reading