You’ve collected the relevant documents, gathered input from employees and then spent hours writing a Customer Service Vision statement.  Now what?

Communicating your Customer Service Vision is your next step.  As you develop the roll out keep these points in mind: your staff needs to understand what the Vision is, what it means to the organizations, how they as individuals can contribute and what is expected of them as employees. 

Include relevant examples, perhaps review a recent service failure. Ask your staff how they would use the Vision to achieve a better outcome for the customer.  

Stories are a great vehicle for learning new concepts. Create a story that illustrates how to use the Vision to solve complex problems or high maintenance customers.  Make your story as rich and full, as well as relevant, as possible. Your efforts will help ensure your staff fully understands the Vision and its implementation.

Role playing is another great strategy for communicating the Vision. Role play a particularly difficult or demanding customer. Have employees play the part of the customer while another employee works to resolve their issues, concerns or product usage questions.

 Post the Vision where it can clearly be seen like employee break rooms or near the time clock. Communicating the Vision does not end here, this is only the beginning. The Vision needs to be constantly re-enforced, the post on Leadership will address this concept more fully.