10 Favorite Customer Service Phrases

You may have heard me say before, “Customer service doesn’t begin with the greeting. Customer service begins with the leadership.” Why do I say this? It’s because I acknowledge the role of customer service leaders in taking the business from its current point to where it can be in a year, five years, or ten years.

I encourage leaders to develop 10 Customer Service Statements about what you do, why you do it, and to set expectations for how the customer is treated. 

In my book, The Customer Communication Formula, I outline ten questions for your organization. I’m providing the top three for you today:

1. What do you believe in and what is most important? 

This question captures the vision of your organization – from the inner workings to how you will make an impact on your internal and external customers. 

2. What do you want to be known for by your customers and what do you want to become in your industry?

Answering this question allows you to begin “living and breathing” your organization’s mission and vision in everything you do.

3. What is the commitment of the leaders with regard to the customers and the Customer Service Professionals (CSPs)?

Take a moment to reflect on this question and find areas where leaders could improve their commitment to training, developing, and recognizing the achievements of the CSP teams.

Customer Service Week is just two weeks away. If you’d like to receive a complimentary worksheet for your team to discuss the 10 Customer Service Statements, please send an email to welcome@charlottepurvis.com.