A customer service mantra is a simple but powerful statement that defines how a company approaches service and experience.
To find out more, we asked Shep Hyken, CAO (Chief Amazement Officer) at Shepard Presentations LLC, to outline some key points to consider when creating a customer service mantra.
Video: Creating a Customer Service Mantra
Watch the video below to hear Shep explains how to create a customer service mantra and why it matters:
With thanks to Shep Hyken, CAO (Chief Amazement Officer) at Shepard Presentations LLC, for contributing to this video.
Why a Customer Service Mantra Matters
Many companies already include customer service principles in their vision or value statements, as Shep explains:
“Most companies, they have vision and value statements. And there’s a pretty good chance that your customer service and experience mantra, I’ll use my word, is probably in there somewhere.
You just have to pull it out, and make it separate. So that people have something else to work on because service and experience have become so important today that we need to make sure that we’re focused.”
However, pulling these ideas into a separate, simple mantra ensures service remains a priority.
Two Key Steps to Creating a Mantra
For contact centres looking to create a customer service mantra, it doesn’t have to be a massive undertaking, as Shep continues:
“It doesn’t mean you have to write a completely different document. I’m not looking for a document.
I’m looking for one sentence, that’s there that describes what it is that we believe the service and experience, should be and doesn’t answer the question of where we want to go.”
Put simply to create a mantra, contact centres need to follow these two simple steps:
1. Keep It Short and Clear
A customer service mantra should be just one sentence. It should reflect the company’s belief about service and experience, not its long-term goals.
2. Find It Within Existing Values
There’s no need to write a new document. The key message is often already in the company’s values, you just need to extract it and highlight it separately.
If you are looking for more great video insights from the experts, check out these videos next:
- How Do You Keep Staff Engaged?
- The Difference Between Interaction Analytics and Conversational Analytics
- How Can You Speed Up Average Handling Time?
Author: Shep Hyken
Reviewed by: Robyn Coppell
Published On: 7th Mar 2023 - Last modified: 30th Apr 2025
Read more about - Video, Customer Service, Shep Hyken
