Customer service can't fix poor culture - Customer Service Culture

Customer service can’t fix poor culture

What’s the department in charge of solving problems? I bet that you’d answer it’s customer service, regardless of the company or industry you’re thinking about it. Well, that’s partially true because the scenario we are in requires us to let evolve into a broader vision because customer service can’t fix everything. And customer culture plays a big role in that, that’s why I share some practical examples from my consulting activity.

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Highlights

00:03 Intro episode #36
00:37 Customers’ expectations are at an all-time-high
03:02 Why 1° level or 2° level customer support makes a huge difference
03:51 Some examples where smooth internal communication is key
05:45 What customer service can’t fix without internal co-operation
08:37 From a ‘Mr. Wolf’ approach to an evolved culture
09:21 The role of other departments in shaping customer experience
11:01 What you can achieve with digital conversation up-skilling
12:21 The benefits of exchanging seats in between departments
13:11 How to build a mutual co-operation environment within your company
14:25 Check out the ‘Customer Culture Academy’ [link]
15:15 Get in touch: paolo@customerserviceculture.com
17:05 Subscribe to this podcast on Spotify, Apple Podcast or Amazon Music
17:21 Get my book ‘The Power of Digital Conversations’ on Amazon
17:31 Check out all available services on CustomerServiceCulture.com

Over to you

I’ve got two questions to let you take away the best from this podcast:

Thinking about the company you’re working in, are also non-customer facing departments focussed on customer experience?
To what extent do you reckon that Customer Culture is a powerful business driver?