MODERN BUSINESS
The effect of culture
on customer service
By Steve Simpson
C
culture right. And yet other leaders
talk about the fact that customer
service needs to be on the
leadership team’s priority list.
Other writers and commentators
reference the customer service
training that is provided to their
staff as the vehicle to get the
Each of the angles raises
important elements but miss the
point. What they canvass is the mix
of customer service-related tactics
and strategies they believe ought
to be deployed that they hope by
osmosis will filter through to the
culture. Few commentators talk
about workplace culture directly,
ommentary on how to
create a culture of service
is generally lacking – and
has been over recent years. In
considering how to create a service
culture, some leaders reference
their customer feedback strategies,
including mystery shopping,
customer surveys and the like.
46 ModernBusiness
October 2016
which is a huge oversight.
All of us know that customer
service training can be diminished
or made completely obsolete by
a culture that doesn’t support
training or customer service. All of
us have encountered companies
that go through the process of
measuring customer satisfaction
that becomes an end in itself and
fails to impact on staff. And all
of us have experienced situations
where a company has so called