#RelateLive

Create a Culture That Shapes Positive Relationships

#RelateLive

Jeff Toister, CPLPToister Performance Solutions, Inc.

@toister

President

1. Vision

2. Engagement

3. Alignment

What happens when the phones go down?

At Rackspace, a support analyst decided to tweet his personal phone number. Then another followed suit. And another.

They weren’t told to do this. Nobody even asked permission.

Image Credit: Thomas Hawk

Customer Service VisionDefinition A shared vision that describes the relationship we want to have with customers.

This statement may do double-duty as something else:

•Mission •Vision •Values •Service Standards •Credo •Etc.

Example Vision: Rackspace

Fanatical Support Promise We cannot promise that hardware won't break, that software won't fail or that we will always be perfect. What we can promise is that if something goes wrong we will rise to the occasion, take action, and help resolve the issue.

Three Criteria for a Customer Service Vision:

• Simple & easily understood • Customer-focused • Present & future

Create your own: www.serviceculturebook.com/tools

1. Vision

2. Engagement

3. Alignment

What happens when employees aren’t engaged:

Everyone Should Answer Three Questions:

1. What is our vision? 2. What does it mean? 3. How do I contribute?

Engage your employees: www.serviceculturebook.com/tools

1. Vision

2. Engagement

3. Alignment

How could this happen?

Alignment CheckRating Scale: 1 (Almost Never) to 5 (Almost Always)

1. We set business goals that represent progress towards our customer service vision.

2. We hire agents who are passionate about our customer service vision.

3. Agents are given sufficient training to teach them how to deliver service that fits our customer service vision.

4. Agents are empowered with the authority, resources, and work procedures they need to fulfill the customer service vision.

5. Organizational leaders reinforce the customer service vision with their agents on a daily basis.

Alignment CheckTotal Score Result

21 - 25 Alignment

15 – 20 Partial Alignment

<15 Out of Alignment

Check your alignment: www.serviceculturebook.com/tools

What happens when the phones go down?

Take the challenge:

Learn more: toistersolutions.com/thankyou

#RelateLive

Jeff Toister, CPLPToister Performance Solutions, Inc.

@toister

President

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#RelateLive