How Do You Scale Customer Service?
Three not so simple steps to scale your customer service strategy.
1. A core attitude change
You need a set of core values. A set of guiding principles you can fall back on when times get tough. Sometimes it’s just a phrase, usually the simpler the better. The more simple the new attitude is to take on, the better chance of by-in.
Without a new attitude (which starts at your core) you’ll never create the change you need to, to be a proactive leader in customer service. Austin Texas has one of the most vibrant business communities in the United States and some of the coolest nightlife I’ve ever experienced. When you talk to locals they always mention how Austin is much different than most of Texas cities. They have a different attitude. I’m not sure what they had first, the coolest marketing slogan for a city or the coolest city to create a marketing slogan for. Either way, they get it, and the entire city rally’s around keeping Austin weird.
We never talk about our human resource strategy, HR’s never really top of mind, and we don’t attend many board meetings on specific outcomes of next years’ HR strategy. Why is that? HR has a bad wrap stemming from University, everyone joked about the crazy HR lady at companies. You know, the lady that had been there for 30 years and still hugged you on occasion but recognized it was “wrong” in the workplace? 
