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“People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” -Maya Angelou

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“People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” -Maya Angelou

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“People do not care how much you know until they know how much you care.” -Teddy Roosevelt

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“People do not care how much you know until they know how much you care.” -Teddy Roosevelt

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https://blog.hubspot.com/service/good-customer-service

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“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton

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“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton

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The first face of our organization is what the experience is when the customer calls.  A live answer by a person can provide the first opportunity for us to set the expectations we will strive to exceed and to provide reassurance to customers that we will take care of them. Phone trees can be impersonal.

Some words or phrases to describe our team and its culture:
- service with a smile (always act like we're having a friendly conversation)
- teamwork, we must work together seamlessly
- knowledgeable about Carousel services and products
- streamlined processes to reduce obstacles between first call and service to the customer
- constant communication with customers, even when there are no real updates to provide.  Staying in frequent contact.
- consistency across all levels
- having your team's back
- seeking out additional areas to address unspoken client needs
- hire people with a service focus, we can teach the technology and other skills
- focus on providing services that we can do with excellence
- provide team members the opportunity to step back, take a break, and have a relaxed mindset
- team members should be onboarded to be aware of multiple roles, not just the one they are hired for.
- provide mandatory customer service focused training to all employees not just at hire, but on a regular schedule
- recognize and reward examples of excellent service

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Zappos Company Culture - The Zappos Family on Nightline

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Careful Analysis and Execution of the small pieces that add up to great service.

Promoting  positive Employee moral in turn promotes positive customer experiences.

Our problem solvers have the drived and creativity to create positive outcomes for your organization.

Empowering us to make decisions that put our customer priorities first.

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A strong customer service culture must begin with a positive company culture starting at the top of the organization.

If you don't have the top down example, the customer service team members can create the culture they want by pioneering the behaviors that reflect a positive customer service culture.

How do you interact with your colleagues?
Empathy and compassion - showing understanding with your colleagues during difficult situations; professional or personal.

Communication -active listening
Problem Solving
Exceeding Expectations

Example: a tier one support person escalates a ticket they should have been able to solve themselves. A good way to approach this is to  use all four pillars and treat it as a coaching moment. This will carry through to  interactions that that tier one will have with their customers.

The customer service  recovery paradox applies internally to our relationships with our colleagues. Once we have had an issue and it was handled properly, we know we can trust them going forward.

The culture that is nurtured in your company is the same culture that your customers will feel during their customer service interactions.

Bias can also play a big role. If we respect the cultural differences of our the people we work with it will help develop stronger relationships.

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How to create a customer service culture  (a 30 second insight to the main video)