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Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees.

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Psychology of Your Company

Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees.

When to use

In order to ensure good customer service, the psychology of your company always needs to be in alignment with your company values and mission statement.

Instructions

The Psychology of your Company is so important to good customer service.

  • Company values and mission must be in alignment with policies and procedures of your customer service.  This means that if you have in your mission statement to provide excellent customer service, then your staff interacting with the customers need to be empowered to take care of the customer.  They need to be able to do refunds, offer discounts, do what needs to be done to take care of the customer.
  • Management must lead by example in customer service and communication to get buy in from staff and team members.
  • If the company and management is not in integrity with the core values or mission statement of the company, then the negative effects will trickle down to the customers.
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  • 00:04 In this video,
  • 00:05 we're gonna take a look at how psychology plays a role in customer service.
  • 00:10 What is the psychology of customer service?
  • 00:13 And we're gonna look at it from three different parts.
  • 00:15 We're gonna look at it from the psychology of your company,
  • 00:19 the psychology of your customers, and the psychology of you, okay?
  • 00:24 So let's start with the psychology of your company.
  • 00:26 First of all, your company values and mission must be in alignment
  • 00:31 with the policies and procedures of your customer service.
  • 00:35 I'll say that again, company values and mission must be in alignment with
  • 00:40 the policies and procedures of your customer service.
  • 00:44 What does that mean?
  • 00:45 So, if you have in your mission statement, your core values,
  • 00:49 to provide excellent customer service, your system needs to allow and
  • 00:54 empower your customer service representatives, or
  • 00:56 your front facing staff, that are interacting with your customers.
  • 01:02 They need that empowerment to be able to take care of the customers
  • 01:04 in the right way.
  • 01:06 So whether it's refund policies, whether it's flexibility, it's discounts,
  • 01:11 or anything like that, it really needs to be geared to help the customer.
  • 01:16 To help the business as well, obviously.
  • 01:18 But you really need to focus on the customer, okay?
  • 01:22 And number two, management must lead by example in customer service, okay?.
  • 01:28 And especially with communication, to get buy-in from the staff and
  • 01:31 the team members.
  • 01:32 Because when you have a manager here, and you have a staff below them,
  • 01:36 they're looking to the manager for cues on how to behave, on cues of how to handle
  • 01:42 customers, cues of how to communicate with each other, the internal customer, right?
  • 01:47 The people that you work with are your internal customers.
  • 01:50 So how are you communicating with them, as well as your customers?
  • 01:54 And here's what I see time and time again.
  • 01:56 I'll go into a company, and I can tell right away why the customer service is
  • 02:00 suffering, because the management is not setting that example.
  • 02:03 Does that make sense?
  • 02:05 The managers have to be there in alignment.
  • 02:07 And number three, if the company and management is not in integrity with
  • 02:11 their core values and mission statement, right, that they've got.
  • 02:16 Most companies have a values and a mission.
  • 02:18 And by the way, if you're in a company that doesn't have values and mission,
  • 02:22 put something down, put together three or
  • 02:24 five core values that you guys are going to stand for.
  • 02:28 That's gonna help you make your decisions in putting together your costumer service
  • 02:31 system, okay?
  • 02:34 So you have to be in integrity with your values and mission of your company.
  • 02:37 And then, the negative effects,
  • 02:39 if you're not in alignment, those will trickle down to the customers.
  • 02:43 Your customers are going to feel it if you guys are out of integrity and
  • 02:45 out of alignment.
  • 02:47 And when you look at the core values and mission of the company that you work for,
  • 02:51 you wanna make sure that your own personal values and
  • 02:54 mission are in alignment with that company.
  • 02:56 So you wanna make sure that, hey, your company's not over here, and
  • 03:00 your values are over here, because the customer's in the middle, and
  • 03:04 you'll never be able to connect those dots, okay?
  • 03:06 So you wanna make sure that they are in alignment, okay.
  • 03:11 So company values and mission must be in alignment with policies and procedures.
  • 03:16 Management must lead by example in customer service.
  • 03:19 And communication, to get buy-in from the staff and the team members.
  • 03:23 Because team members, if they watch the manager treating customers like crap,
  • 03:27 where's their motivation to treat customers excellent, okay?
  • 03:32 And if the company and management is not at integrity with the values and mission,
  • 03:36 then the negative effects will trickle down to the customers, okay.
  • 03:40 And we're gonna look at some more ways that psychology influences, not only just
  • 03:45 the company, but your customers and yourself in the following videos.

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