Does everyone on your team agree on customer service?
by Sabrina Parsons on October 9, 2007
Paul Williams over at Marketing Profs Daily Fix, has a fascinating post about "Service Language." He worked on the "Green Apron Book" for Starbucks employees to make sure that they are always on the same page about customer service.
I had never thought about making sure everyone in the company speaks the same "service" language, and I LOVE the idea about calibrating service language. This essentially gives everyone in your company some key words and attitudes that should ALWAYS be used when dealing with a customer. For example, at Starbucks:
- Be Welcoming: Offer Everyone a Sense of Belonging.
- Be Genuine: Connect, discover, respond.
- Be Knowledgeable: Love what you do. Share it with others.
- Be Considerate: Take care of yourself, each other and our environment.
- Be Involved: In the Store, the company, in your community.
I am going to implement this at Palo Alto Software, ASAP. I think making sure that your company treats every customer exceptionally, and equally, is mandatory. Read Paul’s full post and see if you agree.
-Sabrina Parsons, aka Mommy CEO
About the author: Sabrina has served as CEO of Palo Alto Software since 2007. She and her husband, Noah, founded a UK software distribution company in 2001 that later was purchased by and became a wholly owned subsidiary of Palo Alto Software. Sabrina is a successful Internet expert, having served as Director of Online Marketing at Commtouch, Senior Producer at Epinions.com, and founder of her own Web consulting company, Lighting Out. She is a graduate of Princeton University.
Sabrina masquerades as MommyCEO (www.mommyceo.org), where she writes a blog about running a business and balancing that with life with her husband and three young sons. When Sabrina is not at work she can be found chasing her kids all over Oregon: biking, hiking, swimming, skiing, and anything outdoors that uses up a lot of little boys' energy. More »
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