Slides:
Google Drive Trickle Down Customer Service
Dropbox Trickle Down Customer Service
Town Hall Overview:
Customer service is a crucial aspect of any business, as it directly impacts customer satisfaction and loyalty. In this blog post, we will dive into the concept of “trickle down customer service,” a philosophy that emphasizes the importance of creating a customer-centric culture starting from the leadership level. We will explore insights from a conversation with Barbara Kazam, a renowned customer service consultant, and provide valuable tips on how to implement this approach within your organization.
Heading 1: Meet Barbara Kazam: The Founder of Customer-Centricity
In our conversation, we had the privilege to speak with Barbara Kazam, the founder of Barbara Kazam Speaking and Consulting. With an extensive background in customer service, patient experience, leadership, and communication, Barbara has delivered over 1,900 presentations to 75,000 people in 12 countries. Her expertise has earned her the title of a Certified Speaking Professional and the rare distinction of being one of only three women in the world with both CSP designation and Toastmaster Accredited Speaker designation.
Heading 2: The Essence of Trickle Down Customer Service
Trickle down customer service is an approach that places a strong emphasis on the role of leaders in creating a customer-centric culture. According to Barbara, successful organizations in customer and patient experience have leaders at the top who genuinely buy into the importance of customer service. By leading by example and treating employees as valuable customers, these leaders set the stage for employees to naturally extend this positive attitude to patients and customers.
Heading 3: Starting at the Top: The Importance
Barbara emphasizes that trickle down customer service must start at the top of the organization. When leaders prioritize customer service and create a culture of respect and support, employees are more likely to adopt the same mindset and deliver exceptional service. It sets a foundation for consistent and long-lasting success.
Heading 4: Success Stories: Big and Small Examples
Barbara shares two inspiring success stories that demonstrate the impact of trickle down customer service. The first example is Kaiser Permanente, a large organization with over 3,500 employees and hundreds of doctors. By having a leader who actively engaged with employees, held them accountable, and hired individuals aligned with their customer-centric values, Kaiser Permanente transformed from the lowest ranking Kaiser in California to the top performer in just 18 months.
The second example focuses on a small doctor’s office with 15 employees. Initially, the office struggled with inconsistent customer service due to one of the owners not fully embracing the principles. However, after the reluctant owner began implementing the discussed strategies, the employees followed suit, resulting in a more cohesive and customer-focused work environment.
Heading 5: Crafting a Clear Mission and Shared Values
Having a clear mission statement or shared values is crucial for guiding employees and providing them with a sense of purpose. Barbara highlights the importance of involving the team in creating these guiding principles. It ensures that each team member contributes to and aligns with the organization’s mission and values. Sharing the mission and values during recruitment and interviews helps attract individuals who resonate with these principles.
Heading 6: Building a Culture of Recognition and Communication
Trickle down customer service requires consistent communication and recognition to keep employees motivated and engaged in the customer service journey. Regular one-on-one meetings provide employees with a safe space to voice their concerns, share ideas, and align their goals with those of the organization. Additionally, implementing systems such as idea boards or suggestion boxes allows employees to actively participate in shaping the customer service experience.
Heading 7: The Role of Staffing and Team Alignment
Staffing plays a crucial role in achieving trickle down customer service. Hiring individuals who align with the organization’s values and customer-centric mindset contributes to building a strong team. Regular team huddles and morning stand-ups create an environment where employees feel informed and equipped to provide exceptional service throughout the day. Promoting open communication channels, both in-person and digitally, fosters a collaborative and supportive team dynamic.
Heading 8: Continuous Improvement and Employee Empowerment
To ensure long-term success, organizations should focus on continuous improvement and employee empowerment. By providing learning and development opportunities, organizations show their commitment to employees’ growth and enable them to excel in their roles. Encouraging self-reflection and a growth mindset among employees creates a culture that continually strives for better service and experiences.
Conclusion:
Trickle down customer service is a powerful approach to building a customer-centric organization. Starting from the top and trickling down through the ranks, this philosophy fosters a culture that puts the customer at the center of every interaction. By listening, recognizing, and empowering employees, organizations can create a work environment where exceptional customer service becomes a natural part of company culture. Implemented effectively, trickle down customer service can lead to increased customer satisfaction, loyalty, and ultimately, business success.
Additional Resources:
Barbara’s Patient Experience Checklist
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