How to Create a Customer Service Mantra

Video Image: Creating a Customer Service Mantra

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A customer service mantra is a simple but powerful statement that defines how a company approaches service and experience.

To find out more, we asked Shep Hyken, CAO (Chief Amazement Officer) at Shepard Presentations LLC, to outline some key points to consider when creating a customer service mantra.

Video: Creating a Customer Service Mantra

Watch the video below to hear Shep explains how to create a customer service mantra and why it matters:

With thanks to Shep Hyken, CAO (Chief Amazement Officer) at Shepard Presentations LLC, for contributing to this video.

This video was originally published in our article ‘Getting Started With Customer Service Mantras and Vision Statements‘

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Why a Customer Service Mantra Matters

Many companies already include customer service principles in their vision or value statements, as Shep explains:

“Most companies, they have vision and value statements. And there’s a pretty good chance that your customer service and experience mantra, I’ll use my word, is probably in there somewhere.

You just have to pull it out, and make it separate. So that people have something else to work on because service and experience have become so important today that we need to make sure that we’re focused.”

However, pulling these ideas into a separate, simple mantra ensures service remains a priority.

Two Key Steps to Creating a Mantra

For contact centres looking to create a customer service mantra, it doesn’t have to be a massive undertaking, as Shep continues:

“It doesn’t mean you have to write a completely different document. I’m not looking for a document.

I’m looking for one sentence, that’s there that describes what it is that we believe the service and experience, should be and doesn’t answer the question of where we want to go.”

Put simply to create a mantra, contact centres need to follow these two simple steps:

1. Keep It Short and Clear

A customer service mantra should be just one sentence. It should reflect the company’s belief about service and experience, not its long-term goals.

2. Find It Within Existing Values

There’s no need to write a new document. The key message is often already in the company’s values, you just need to extract it and highlight it separately.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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