We wish that changing a customer service culture could be like turning a Jet Ski®.
We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.
We all wish that changing a customer service culture happened that way. Unfortunately, it doesn’t.
Changing a a customer service culture, particularly in a large organization, is more akin to turning around a container ship. Take a look at the following graphic from ShipsBusiness.com. Note the slow wide path the ship must take to head in the other direction. In fact, notice that it has to “swing wide” to even begin to change direction. Read more