Every sales team says they care about customer service. Sometimes, though, they can’t really explain what that means. That’s where a customer service philosophy comes in. This isn’t a catchy slogan or a poster in the breakroom. Instead, it’s a clear set of principles that guides how your team works with clients.
In a post on the HubSpot blog, writer Ashley Valadez says many teams struggle because there’s a disconnect between their values and how they deliver support. With a customer service philosophy, she says it’s easier for people to see the guiding set of values and how those values come into play when working with customers. Want to create or revise your team’s customer service philosophy? We share some guidance from Valadez in this issue of PromoPro Daily.
Define your vision and goals. Valadez recommends asking what excellent service looks like for your customers along with how it ties into your company’s broader mission. This ensures that the customer service philosophy has a clear direction and relates to your overall strategy.
Gather feedback and input. A customer service philosophy shouldn’t be created in vacuum. Involve sales reps and members from other teams to create a holistic understanding of customer touchpoints. Valadez says you should also collect customer feedback through surveys and interviews. This gives you insight into what they value most and where you can improve.
Outline key service principles. After gathering input, Valadez says customer experience leaders should identify the core principles that will guide their service. These principles should address elements like empathy, responsiveness and accountability.
Document your philosophy. This step is important, Valadez says, because a clear and concise guide helps outline expectations and behaviors. She recommends including practical examples of each principle in the documentation so employees understand how to apply them in their daily work.
Identify necessary tools and resources. You might need something new to achieve your customer service philosophy. Maybe it’s knowledge bases or workflow automation. Valadez says when you integrate tools and resources, it becomes much easier for everyone to deliver on customer service values.
You can turn good intentions into everyday actions with a strong customer service philosophy. Start by defining what you want your service to look like and then write down your core principles. This is the first step to more consistent customer service that resonates with your clients.
Compiled by Audrey Sellers
Source: Ashley Valadez is a customer success professional with more than 14 years of experience across a variety of industries.
