Here's how you can align customer service strategies with your company's brand and values.

To align customer service strategies with your company's brand and values, start by deeply understanding and embodying the core principles that define your organisation. Ensure that every interaction reflects these values, from the language used in communications to the way issues are resolved. Provide comprehensive training for your team to reinforce these values and emphasize their importance in delivering exceptional service. Regularly gather and analyze customer feedback to ensure alignment and make necessary adjustments. By consistently integrating your brand's values into your customer service strategies, you create a cohesive and authentic experience that builds trust and loyalty.

La atención al cliente no debe ser cuadrada, al contrario, debe estar alineada a la marca, a su cultura, a su propósito, a lo que quiere mostrar y lograr en sus clientes. Adaptar el vocabulario es muy importante, pero además humanizarlo.

Understanding the brand is the core foundation of working for any company. Consistently reminding your peers as well as your employees the brand founding and core stategies can truly help create a sense of belonging within the company. One thing that I have found to always work is to make it one of the first things they learn on one of their first days. I engage with them and tell them the history of the company and how we got to where we are today. I also encourage them to pass on their knowledge to other associates as they come through, and share that philosophy with our customers as well.

Allowing the team to collaborate and share ideas can be a vital step and achieving excellent customer service and experience. Open up the floor to discussion. Value their opinions and allow them to speak their mind in a courteous manner. Let them know that their contributions are appreciated. This will allow them to emulate that with their customers. Allowing the customers to offer opinions and valuing their views to allow the customer to feel appreciated.

No matter how long they’ve been with the company it’s important that your staff understands that the learning is never done. Constantly give them feedback and subjects for improvement. Lift up their triumphs big and small. Stay up to date with company training policies and even instill your own training when the time is right.

An item that gets missed all too often is aligning sales to customer service. There needs to be open communication lines so the value prop meets the capacity. Expectations up front help customers understand what happens post sale. Customers then have a choice as to if those expectations meet the needs or if another model is their preference. Then customer service is put in a position to be successful.