why<\/em> to frontline teams so that they understand the importance of the new direction. They need to know that what they are going to do matters and that it is a better way than the old one.<\/p>\nHaving a reason for change is also crucial. In the case of Comcast, the bad press it\u2019s received around its customer service in recent years can can actually be used to its advantage . Do you think Comcast\u2019s employees like being associated with such a reputation? Do you think they like telling new acquaintances where they work and getting snide comments or outright complaints in reply? Comcast\u2019s employees have a ready-made reason for change, and that is crucial to making one.<\/p>\n
Turning a customer service culture is no easy task. In addition to the above two prerequisites, it requires strategies around internal communication, external communication, and executive buy-in, to name a few.<\/p>\n
It is also important to keep in mind that customer\u2019s don\u2019t care that you\u2019re turning a container ship; they expect the Jet Ski\u00ae. Your strategy should take this into account.<\/p>\n
Finally, in any cultural change, it is actions that speak loudest of all. In organizations, resources and focus go to what\u2019s important. You cannot turn a customer service culture with a memo and \u201cwe love our customers\u201d coffee mugs; you can and must take the long, hard path of change and commit the organization to the new direction at all levels. It is only then that you can get the ship turning in another direction.<\/p>\n","protected":false},"excerpt":{"rendered":"
We wish that changing a customer service culture could be like turning a Jet Ski\u00ae. We slam the steering handles hard to the side, the Jet Ski\u00ae turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks […]<\/p>\n","protected":false},"author":7971,"featured_media":106722,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,14,92,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/202937"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7971"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=202937"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/202937\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/106722"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=202937"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=202937"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=202937"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}