059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The following list is how The DiJulius Group ensures our consulting clients are seeing tangible results twelve months, three years, even five years later. 

You will learn:

  • The steering committee in charge of creating the initiative must have both leadership and representation from every department and the customer-facing employees
  • The disconnect between the group that gives birth to the project and the rest of the organization
  • Why it’s important to have a launch that gets everyone involved and what your story tool should look like
  • Test each employee to make sure they learned and retained the information that was taught during the launch
  • Implementation is a rollout calendar of phases
  • The calendar needs to be tied with training and support materials 
  • The ones hitting the goal need to be celebrated loudly while the ones who are underperforming need to be coached
  • There is no ribbon-cutting ceremony for a world-class customer service organization
  • Keep branding and advertising your customer service culture back to all your employees

Resources mentioned:

The Customer Service Revolution Podcast 

Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH 

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.