Expediency and Time

A customer needs to know what to expect. SLAs and real time are now the
standard and not the exception.
In 2022 most of our industry has implemented a revamped customer service
strategy with an emphasis on streamlining resources in order to give your
customers a faster version of what they were expecting.
While it’s a simple yet effective way to provide exceptional customer service, it’s
difficult to maintain.
If your goal isn’t quantitative (think: delivery in 30 minutes or less) then utilize
concepts in your customer service vision statement. Fulfil, accelerate, expedite,
drive, satisfy, consistently are words to communicate urgency and delivery without
a specific quantity attached.

Customer Focus
The best customer service vision statements are those that push aside traditional
call center metrics and KPIs, like average handle time or first call resolution, and
focus squarely on doing what’s best for the customer, every time.
A big part of that is making sure agents always lead with empathy – focusing on the
problem at hand for the customer, recognizing the hardship they might be facing,
and committing to doing whatever is possible to fix it.
Oftentimes, when empathy is the most important contact center directive, calls
may end up being longer or the customer may have to be transferred to the right
person, but at the end of the day, their experience is going to be superior than if
empathy wasn’t a guiding light for customer service.

A Common Vision
A great customer service vision statement should be clear and applicable to every
member of your organization, from the CEO to the frontlines.
If you’re aligned on your common vision, the tone is set for how you plan to
conduct day-to-day operations, treat each other with respect, and deliver amazing
customer experiences.
When your vision applies to everybody, it also embodies natural accountability and
training opportunities for every person. New hires automatically understand what’s
expected of them, leadership is expected to practice what it preaches, and agents
 can be coached on their customer-facing interactions using your statement as an
observable benchmark.
Being united on one vision isn’t just a reflection of who you are right now, it also
reflects who you aspire to be – and the steps you’ll take to get there.

Company Values and Goals

In a customer service vision statement, organizations should highlight how they are
going to put in place their values and reach their goals.
For example, if your company is focused on:
building relationships that last, then you would want to include how you intend to
deliver service that delights customers and ensures they receive ‘micro-moments’
of instant gratification.
investing in innovation to improve CX and EX, then you should include how you
intend to invest in intelligent digital self-service technologies that help customers
find answers, reduce the stress on agents and make them feel empowered and
engaged.

MISSION STATEMENT
Just to let you know that in a matter of several hours, we did come up with a Vision
and Mission statement tied to our Core Values. The exercise involved the entire
Customer Care team and it created an opportunity to bond and to make a
statement of who we are and what we want to be. In any organization that I have
been a part of, mission statements and core values indicate “who you are” and lets
others know that you are holding yourself, your department and others
accountable for commitment to the external and internal customer.

What Should You Put in a Customer Service Vision Statement? (s. f.). Call Centre Helper.

Recuperado 7 de septiembre de 2022, de https://www.callcentrehelper.com/what-should-

you-put-in-a-customer-service-vision-statement-204455.htm

Customer Care Mission Statements. (s. f.). Call Centre Helper. Recuperado 7 de septiembre de

2022, de https://www.callcentrehelper.com/customer-care-mission-statements-207107.htm