❔"I've heard you talk about a Service Code as a tool for front-line customer service...what is it and how would I use one?"❔
A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training manuals and protocols to our CX goals and outlines how we want our customers to feel. Instead of relying on "just be nice to the customer," a service code allows you to get intentional. CX leaders need to start sharing the standards, expectations, and language around your customer experience.
In this episode, Jeannie Walters talks about how a Service Code can help create meaningful experiences that consistently deliver for your customers and your organization. She shares real-life examples and outlines steps to develop and use your own universal Service Code.
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Article: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/
Experience Investigators Learning Center -- experienceinvestigators.com