For a long time at the office, I was sitting side by side with my friend David, a customer support agent. Each time finishing a conversation he said “Come back if you need anything else!”. Neither “Thank you, bye!” nor a generic “Have a nice day”.
I asked him if there was something bigger behind those words or a kind of script. Here is what he answered:
“Have you ever talked to company reps who sound like you distract them from something more important? I did, and that was awful. Saying that phrase to customers I want each of them to feel as people of the first importance to me. It shows that you’re open to continuing conversation if needed.”
Did you get David’s service philosophy? Now imagine that everyone in your customer support team shares this idea. I mean, when each agent provides your customers with the same high-level service.
Cool, isn’t it? A cohesive team guided by a single mission is key to customer happiness. To achieve that, you need to build a strong customer service philosophy.
Of course, that’s not an overnight thing to do. In this article, you’ll find the best customer service philosophy examples and a step-by-step guide on how to create your own one.
Find its template at the end of the article 👇🏻
An investigation of the truths and principles of being, knowledge, or conduct. This is what we usually mean by “philosophy”. Speaking about customer service, it is everything that touches a customer. So let’s make things clear.
Customer service philosophy is a set of well-defined company values and priorities that guide your team while managing service and support issues.
Sometimes it’s unwritten, sometimes — a document, sometimes — graffiti or a poster on the office walls. The key thing is that everyone in the support and sales teams knows and follows this guidance.
Customer service philosophy is a foundation for everything we call Great service:
But it’s far more than just a support team.
The philosophy of customer service brings a higher purpose to the work of the customer service agent. Thus, it has a list of common commandments.
“Be helpful” is the usual rule for every customer service. But it’s too generic, isn’t it?
There are 5 must-have rules at the core of each brand interaction with customers:
Of course, that’s only a part of what has brought the next brand’s glory of the best customer services.
Yes, the majority of principles are common. But the devil is in the details. And we’ve found it?
Like the others on this list, this giant’s mission is customer happiness. But there is something special making Disney one of the best sources of customer service philosophy inspiration.
Willing to provide high-quality service at every stage of the customer journey, Disney seeks an emotional connection with every guest.
How? With the help of strong company values and team members’ training.
Customer experience is more valuable than the price paid ─ aren’t empty words. Walt Disney defined the coordination of employees’ efforts around this goal as a priority.
Well-being, entertainment, reliability, security, and comfort
are 5 pillars of the Disney customer service philosophy
To create a magical environment for great guests’ experience, the Disneyland team adheres to the next rules:
Sounds inspiring, heh?
This multinational venture capital conglomerate offers products and services in almost every industry. But this is far the only reason for listing here. The company provides an exceptional experience to its customers and employees. No wonder it’s the official mission of the brand.
The philosophy of Virgin’s customer service is fueled by clear company values:
And here is an old visualization version:
To make them true, the Virgin CEO, Richard Branson has set the next priorities:
Why? When your employees are 100% satisfied with their job and proud of the brand, they will be happier. It means a better mood and the quality of the job they do. Happy employees ─ happy customers.
An online shoe and clothing retail heavyweight. But neither production nor prices were the thing that brought Zappos a strong reputation and $1 billion in sales.
The secret of brand success is the outlandish work of its customer service department. Zappos has proclaimed “To live and deliver ‘WOW! '” customer approach as its main purpose since far 1999. It turns into a list of customer service philosophy principles they confess. You can find it on the Zappos website:
The most interesting thing is that employees don’t have strict guidelines on how to use them while interacting with customers.
We just ask our reps to do whatever they feel is the right thing to do for the customer and the company.
It works perfectly and brings Zappos $2 billion in revenue steadily.
The US and Canada luxury retail stores where a customer can find everything from fashionable outfits to restaurants and spas to have a break. They offer multiple services to please their most valuable asset ─ customers.
Nordstrom’s company philosophy says:
To provide an exceptional customer experience while shopping they offer a list of special services: coffee shops, restaurants, spa, personal stylists for in-shop visitors, and free returns and shipping for online customers.
Nordstrom is focused on maintaining a long-lasting relationship with customers. The core of their big plan is strong company values.
There are 2 pillars of their customer service philosophy:
Since 1995, when it was founded, Amazon follows the same customer mission:
To be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.
They succeed in it with the help of great customer service quality. There are monthly special training sessions where company employees learn to listen and understand customers.
That was the 1st principle of Amazon’s customer service philosophy.
The chain of grocery stores guarantee says:
We tried it! We liked it! If you don’t, bring it back for a full refund, no questions asked.
Inspires trust, isn’t it? Thus, the company establishes a personal relationship with a customer.
TJ works to support an image of a neighborhood store. There you’ll find excellent quality products, a warm atmosphere, and friendly staff. The last ones are those who turn obligatory grocery shopping into an exotic experience you want to repeat.
As you see the check-out stands at Trader Joe’s store differ from the ones we used to.
For example, there are no code scanners on the check-out. They didn’t want to break the unique shopping atmosphere and cashier/customer conversation by that ping sound.
This works and inspires?
The king of fast-food customer service. Neither McDonald’s nor Starbucks. Why? Because Chick-fil-A is more than just selling a fried chicken. Thus, its Area Marketing Director Kimberly Carlson said:
We should be a part of our customers’ lives and the communities we serve.
That reflects in:
The Chick-fil-A’s customer service philosophy considers employees’ independence. That’s not a problem because they know the company’s mission and follow it.
It’s another b2c example of exceptional customer service from an American supermarket chain. Offering organic food, they follow a great mission “to help people live healthily”. Wegmans not only sells high-quality products but also provides customers with tools like healthy eating guidelines.
Empowered by the “every day you get our best” company principle, the healthy life philosophy has brought this brand 101 new stores. Sounds cool enough to dig deeper.
There are 4 key values behind Wegmans customer service philosophy: caring, community service, respect, empowerment.
This makes Wegmans more than a usual holistic supermarket. It’s a company that builds healthy relationships with customers and cares about their lives.
But these are all about ready-made examples. What about the in-progress one?
Since Dashly is quite young, customer philosophy is one of the tasks we are working on currently. Nevertheless, there is great progress to share.
Dashly took the traditional customer-first approach and adopted it to the company mission, JTBD framework, and customer development interview technique.
Due to the specificity of the product, our mission is “to help customers do their job”. It has brought some shift into the hierarchy of traditional customer service principles. I mean, the standard principles of empathy, loyalty, etc are also on our list, but right after the key ones, which we are focused on:
We wrote about this in the next articles:
Now, when you are inspired, time for the tutorial part! Next, you’ll find a universal guide we follow building the philosophy of Dashly customer service.
After implementing these 6 steps, you can answer the “what is your customer service philosophy?” question with a clear statement:
This is a part we are currently working on. So here is a template to get you started:
Clear service philosophy gives you +1 competitive advantage because:
7 in 10 U.S. consumers say they’re willing to spend more money if it means buying from a business that offers great customer service.
As a result, 11 people can hear about how great your service is from each customer you’ve made happy.
The final step is to integrate your philosophy into a company workflow by training your team.
This is the plan we follow. Hope it will inspire you to get started. In addition to this detailed instruction, we offer you a great customer service tool for its implementation.