In order to be truly customer-centred, an organization must integrate its entire range of business functions around satisfying the needs of internal and external customers while containing costs, leveraging technology and embracing a customer-centred culture. Becoming customer-centred requires an organization to focus on processes that are customer friendly, and ensure that staff are dedicated to excellence in service delivery and communicate with our customers.
Corporate culture can be defined as the attitudes, behaviours, values and personalities that make up an organization. Part of the corporate culture is also the value the organization places on customer service excellence.
We will …
- Communicate the vision, guiding principles, corporate customer service guidelines and policies as core values and expectations of the organization both internally and externally
- Promote a customer service program for staff members
- Continue to evaluate the performance and satisfaction levels of customer service excellence both internally and externally
- Integrate accountability for customer service standards into performance management measures