At BoldDesk, we believe that a well-designed customer service philosophy can steer every interaction between customers and support teams toward success.
A company that creates and implements a clear customer service philosophy cultivates trust, collaboration, and unity among its support staff and its customers.
In this blog, we will discuss what a customer service philosophy is, how to develop one, and some real-world examples.
What is a customer service philosophy?
A customer service philosophy is a set of guiding principles, values, and beliefs that guide a company’s interactions with its clients.
It’s more than just a set of rules; it is a way of thinking and a way of conducting business that prioritizes the needs of consumers.
A clearly defined philosophy facilitates the provision of customer support in a way that cultivates a favorable brand image, fosters customer loyalty, and sets the company apart in a competitive market.
Support agents who understand and embrace their company’s customer service philosophy are more likely to be motivated and engaged in providing high-quality customer support.
How to create and implement a customer service philosophy
Developing a customer service philosophy for your support team involves associating values, principles, and approaches that guide customer interactions. Here is a step-by-step guide:
Define your support mission statement
Create a mission statement outlining your company’s goals and activities as they relate to customer service.
Develop a vision that highlights employee commitment to excellent customer service, ensuring it reflects the business’s principles when employ philosophy on customer service.
Understand your brand values
Define company values and how they relate to customer service. What does your brand stand for? How should these values be reflected in customer interactions?
Your business decisions are guided by your values. Your service to clients should mirror these values.
Define guiding principles for accomplishing the mission statement
Write a piece that explains how everyone in the company can uphold the support promise of the mission statement.
Be sure to name your company’s support values and provide guidelines about what those values look like in practice.
To foster the right mindset across the organization, you can discuss and explore the customer service philosophy in the following:
- Internal blogs
- Social media posts
- Team meetings
- One-on-one meetings
As a result, your support philosophy will naturally permeate procedures and have a noticeable positive effect on both customer interactions and internal operations.
Prioritize your customers’ wants and preferences
Think about the kinds of assistance or services that customers desire from your company.
How would they like to get information about company-sponsored events, product releases, marketing campaigns, and issues?
This could be prompt response times for calls about problems, streamlined automated voice services, or carefully chosen email marketing tactics to spread the word about deals or special occasions.
Additionally, understand your customers’ needs, pain points, and requirements. Gather feedback through surveys, reviews, and direct interactions.
Lead as an example for others
Leaders must consistently demonstrate the principles they expect their teams to follow for effective adherence to a customer service philosophy.
For example, leaders advocating for transparency as a core value should also be forthright and open about internal business matters.
Any substantial changes in management or leadership that contradict the company’s core beliefs can disrupt the customer experience.
Customers are always affected, even if the internal issue is unrelated to the service.
Promote team collaboration for diverse perspectives
Support employee input on creating a customer service philosophy by engaging in discussions, conducting reviews, distributing questionnaires, and implementing suggestion boxes.
Allow your support staff to propose improvements, as they are the ones who implement the customer service philosophy daily.
By involving the support team in the philosophy development process, agents are personally invested in its success.
Encourage continuous practice of the customer service philosophy from the beginning
To ensure effective customer service, it is essential to familiarize your staff with the company’s customer service philosophy as soon as it is developed. Also, incorporate it into the onboarding process for new hires.
Additionally, providing real-world examples of how the philosophy is applied further reinforces its importance.
Keeping your staff well-trained with the philosophy kept top-of-mind will enhance the quality of the service provided.
Regularly evaluate and adapt to changing customer needs
Customer needs and market dynamics change. Regularly revisit your customer service philosophy to ensure it remains relevant and effective.
You might need to modify your customer service philosophy as your company expands and changes.
This is typical when a customer service philosophy is in place. It does not mean that your company’s philosophy was developed incorrectly.
Why do businesses need a customer service philosophy?
A customer service philosophy acts as guiding principles, ensuring consistent, positive, and efficient interactions with customers.
It empowers staff to make decisions that uphold the organization’s core values and principles.
It also serves as a solid foundation for adapting to changes in the company over time.
Ultimately, a customer service philosophy is necessary in guiding businesses through various challenges to ensure they offer the best customer experience.
Top customer service philosophy considerations
The following are some are of the key considerations in a customer service philosophy that help businesses maintain a high standard for customer service experiences.
Tailoring products or services to individual customers whenever possible can greatly enhance their experience.
When this principle is applied to your customer service, support agents will ensure that each interaction is handled with care.
Customers highly value proactive problem-solving, and by implementing this principle, customer service teams will anticipate and address potential client demands or challenges ahead of time.
Empathy and understanding
Establishing a good customer experience requires kindness and empathy.
Empathy allows service representatives to relate to customers’ concerns, fostering a connection and demonstrating a willingness to help. It makes customers feel valued.
Consistency in service delivery builds trust and reliability. This principle enables support agents to always interact with your clients at each touch points without fail.
Customers should experience the same level of service regardless of the channel or representative they engage with.
Clear, effective communication is essential. This involves customer support teams actively listening, asking questions, and providing accurate information to customers.
By utilizing this principle, interactions between agents and customers are smoother, resulting in customer satisfaction.
Being open and honest about products, services, and processes establishes credibility and trust.
Implementing this principle will encourage honesty and respect between support agents and customers.
Empowering employees to make decisions within defined boundaries enables them to resolve issues promptly without needing multiple approvals.
This principle enables employees to take actions that help customers, which results in building a culture of independence among support agents.
Real-world customer service philosophy examples
You can find inspiration for your own customer service philosophy from any business with a record of outstanding client service. Here are few examples:
The Ritz-Carlton’s customer service philosophy is to give every visitor an exceptional, customized experience.
The company is consistently ranked among the best luxury hotel chains. It has achieved this through the following:
- Recognizing and meeting the needs and preferences of clients.
- Developing a culture of continuous improvement and staff empowerment to guarantee that each visitor receives outstanding service.
You can learn more about Ritz-Carlton’s customer care standards here.
Nintendo has been producing games and toys for over a century. Its customer service philosophy is to make everyone happy by prioritizing customer satisfaction.
Honesty and humility are essential values of Nintendo’s support team, who learn from their conversations with customers to grow and change.
Disney’s customer service standards are applied not only at its theme parks, but also in its retail outlets.
Its founder, Walt Disney, once said, “Do a good job. You don’t have to worry about the money; it will take care of itself.”
When Disney trains employees, it emphasizes its Four Keys for customer service: safety, courtesy, show, and efficiency.
Trader Joe’s makes the customer the cornerstone of its customer service philosophy. In its own words, its customer service philosophy is:
“Simply put, every time a customer shops with us, we want them to be able to say, ‘Wow! That was enjoyable, and I got a great deal. I look forward to coming back!’”
Zappos is famous for excellent customer support. CEO Tony Hsieh created its customer service approach, which he described in the book Delivering Happiness in 2010.
Zappos prioritizes phone calls and openly shares its phone numbers online to encourage customers to reach out anytime.
Creating your customer service philosophy: A roadmap for success!
Creating a customer service philosophy involves establishing guidelines and principles that naturally propel your customer service teams toward successful, positive interactions.
To create something truly unique, focus on understanding your customers and how your company meets their needs.
As your business grows, reevaluate and revise your customer service philosophy to make sure customer service needs are always met. Changes can come from both customers and inside your company.
To experience how BoldDesk can help your company implement your customer service philosophy across all your operations, schedule a live demo. Or, start a free trial to experience its many capabilities.
If you have any questions, feel free to contact the BoldDesk support team.
Do you have any suggestions for things to include in developing a customer service philosophy? Leave your comments below.