A P P E N D I X  A

Creating and Supporting a Customer Service Culture

The skills in 10 Steps to Successful Customer Service need to be practiced by everyone from the frontline to the executive suite. Positive interactions are essential for excellent service, and outstanding customer service skills must be practiced by all staff members to achieve successful results. That is why 10 Steps to Customer Service is geared to all levels. Everyone can improve interpersonal skills.

In addition to the contributions that each person makes, there are systematic customer-friendly procedures and processes that need to be implemented to ensure that the corporate or organizational culture supports internal and external customers. Tool A.1 includes areas to address ...

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