Service Culture Checklist

Everyone should be very clear who’s the boss – the Customer is!

The Customer should be involved in organisational decision making from conception right through to delivery

Recruit for attitude. Attitudes drive behaviour. Equip staff with the right skills and knowledge and they’ll behave in a manner that delights the Customer.

Explain the service culture at induction and continue to embed and reinforce the ethos at every opportunity. The organisation should live and breathe the culture.

The measurement of service quality and feedback form the Customer should be, at the very least regular, but ideally on-going, and priorities for improvement should always be acted upon and communicated widely.

Service delivery performance should be monitored and form the basis for reward and promotion. 

Policies and procedures should be customer friendly. They should exist to serve the Customer and make it easy for them to do business with you. 

Colleagues are Customers too. Emphasize the importance of exceptional internal customer service and team work as this will undoubtedly improve the quality of service delivered to the external Customer.

Celebrate service successes and share best practice. Bring your Customers to life by communicating Customer focused stories and featuring examples of excellent service.