Examples of Customer Care Mission Statements

Having a mission, vision, and values statement can greatly benefit your contact centre. But what should these statements include?

Michael asked our community of industry professionals about this:

Our new Customer Care Centre is working on a mission, vision and/or value statements. Does anyone have some examples they can send me of what they’ve done. It would be great to see what others are doing.

3 Examples of Mission, Vision and Value Statements

Example 1 – Logistic Solution

“Your Schneider Logistics Solution is built upon our helping you deliver. The relationship we have with you is just as important as it forms the foundation of our future.

The (Call Centre Name) exists not simply as a reactive support resource 24/7. Our people are continually working on your behalf; examining, and resolving, issues you may not yet have faced.

In re-active mode, we promise to be honest and open in our findings and to work with you to resolve issues as speedily and completely as we are able always keeping you updated.

In pro-active mode, we promise to communicate both our findings and consequences as soon as we can so that ‘surprises’ are reduced to incidents beyond anyone’s control.

As partners, we require you to be open, honest and realistic in your expectations of us and to keep us continually informed where appropriate.

By operating in this manner, both our relationships and profitability will blossom.“

With thanks to David

Example 2 – Customer Care Centre

VISION Statement

Build enduring value and relationships by providing timely solutions for the customer.

MISSION Statement

Customer Care is dedicated to providing “world class” customer service through problem ownership, actions and accountability to the continuous improvement process.

CORE VALUEs

• WE treat each other with respect and dignity
• WE seize opportunities through creativity, innovation and intelligent risk taking.
• WE encourage finding a better way to exceed the customer’s expectations.
• WE challenge ourselves and others by questioning boundaries and continually advancing to meet the customer’s needs.
• WE believe that remaining positive and looking ahead are essential parts of achieving our goals.
• WE create a healthy work environment through open communication and the exchange of ideas.
• WE hold each other accountable for our contributions to the team.

With thanks to Michael

Example 3 – Customer Service Mission Statement

Here’s a good example for you to use

As the Customer Service Telephone Facility for Star power Communications, we are committed to:

• Assuring the highest standards of Quality through the delivery of accurate and professional customer service within a Reasonable Cost and Timely manner to all of our clients (both internal and external)
• Constantly seeking new methods and challenges to enhance our Performance Standards by providing our employees with the best Training programs, possible, the proper Tools and Equipment needed to get the job done, Recognition and Reward for outstanding performance, and Input into development and implementation of Performance Standards.
• Fostering Teamwork and Cooperation throughout the entire department by creating and maintaining an Open Environment in which all of our employees have an Opportunity to express their ideas and voice opinions

With thanks to Kevin

Advise on Getting Your Mission Statements Right

Crafting a Powerful Mission Statement

A mission statement, in the right hands, has great value. It provides genuine focus for every person in the organisation.

A fully developed mission statement (frankly the only type that adds any value) outlines the who, how, what and when in a manner that delivers focus for every individual in that business.

Having been privileged enough to have worked in such an organisation, I can tell you it took us one single afternoon to develop ours.

We were in control though; we knew what we wanted, how we were going to achieve it and by when, and who was involved.

From that statement we developed strategy and tactics and cascaded common goals to every person in the organisation.

Our thought was that every single activity or thought that existed in that business should link very simply back to the statement. If it couldn’t stop doing it!

If a company cannot do it themselves, IMHO, they lack what it takes to deliver. Of course that is not to say they will fail – far from it – it just means they will not be as successful as they could be and they’ll never really be in control.

Link Actions to Your Vision

Next time you do something, anything, ask yourself in what way it links back to your, CCV, strategic objectives. If you have to think hard about it or it is a convoluted route then stop doing it because it is not appropriately focused …

That’s why a proper mission statement has value. It demonstrates that you believe by going further than simple rhetoric by providing a hook upon which to hang the corporate hat.

With thanks to David

Get Your Team Involved

We did come up with a Vision and Mission statement tied to our Core Values. The exercise involved the entire Customer Care team and it created an opportunity to bond and to make a statement of who we are and what we want to be.

In any organization that I have been a part of, mission statements and core values indicate “who you are” and lets others know that you are holding yourself, your department and others accountable for commitment to the external and internal customer.

Make it Measurable

Having played the “Let’s build a mission statement!” game more times than I like to think about with a variety of clients, I take a fairly direct approach.

If your mission statement is not directly supported by your metrics suite, if it isn’t the basis for your performance reviews, then at best it’s a “Dr. Feelgood” exercise.

Most often, it’s a way of burning some substantial amounts of time in the production of a pretty picture to hang on the wall — which no one will ever look at more than once.

With thanks to Michael

Be clear of the Difference Between a Mission, Vision and Value Statement

Mission Statement

The mission statement defines the organization’s purpose and primary objectives. It explains why the organization exists and what it aims to achieve in the present.

It focuses on the here and now, providing a clear and concise description of the organization’s core purpose, what it does, who it serves, and how it does it.

Vision Statement

The vision statement outlines the long-term aspirations of the organization. It describes what the organization aims to become or achieve in the future.

It is forward-looking, often inspirational, and serves as a guiding star for strategic planning and decision-making.

Value Statements

Value statements define the core principles and ethical standards that guide the organization’s actions and decisions. They reflect the organization’s culture and priorities.

They focus on the underlying beliefs that shape the way the organization operates and interacts with its stakeholders.

This article was made possible due to the great community of experts we have at Call Centre Helper, to get involved just join our LinkedIn Community and and if you aren’t already make sure you are following us on LinkedIn to see our latest content.

You may also find these articles helpful to read next:

• Getting Started With Customer Service Mantras and Vision Statements
• What Should You Put in a Customer Service Vision Statement?
• How to Set up a Call Centre

Author: Jonty Pearce
Reviewed by: Megan Jones