Comments on: Creating a culture of customer service in your call centre http://www.callcentrehelper.com/creating-a-culture-of-customer-service-in-your-call-centre-2946.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Jimmy http://www.callcentrehelper.com/creating-a-culture-of-customer-service-in-your-call-centre-2946.htm/comment-page-1#comment-30758 Jimmy Fri, 08 Apr 2011 19:54:25 +0000 http://www.callcentrehelper.com/?p=2946#comment-30758 After all, if you don’t practise what you preach, how can you expect everyone else to do it? Maybe ill practice it too while I'm at it. After all, if you don’t practise what you preach, how can you expect everyone else to do it?

Maybe ill practice it too while I’m at it.

]]> By: Keith http://www.callcentrehelper.com/creating-a-culture-of-customer-service-in-your-call-centre-2946.htm/comment-page-1#comment-18076 Keith Sun, 31 May 2009 21:11:19 +0000 http://www.callcentrehelper.com/?p=2946#comment-18076 I agree with the author that you can’t go in and impose a culture, but using repetition and leading by example alone will not ingrain a culture, even over time. You have to go deeper than this. You need to really influence the team leaders and the staff by asking them about their thoughts on how things could be better for the customer and then be seen to implement these recommendations. You cannot impose a change of culture, it has to be bottom up and you have to lead people through it. I agree with the author that you can’t go in and impose a culture, but using repetition and leading by example alone will not ingrain a culture, even over time. You have to go deeper than this. You need to really influence the team leaders and the staff by asking them about their thoughts on how things could be better for the customer and then be seen to implement these recommendations. You cannot impose a change of culture, it has to be bottom up and you have to lead people through it.

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