Frontline experts discuss the benefits of mission statements in the customer service center and how to make them meaningful to frontline staff.
(Boonton, NJ, Apr 22, 2010) — In the April issue of Customer Service Newsletter, a panel of service managers discusses the benefits of creating a mission statement for service staff.

An important part of creating or revising a mission statement Davis says is involving your staff. "Reps should be made a part of the creation and future revisions of the statement as the business evolves. Allowing employees to contribute will strengthen their commitment to the standards that have been set. Their involvement will help make it more personal."

Once the mission statement is crafted, Ed Loeffler of Gold Coast Freightways Inc. advises keeping it visible and top of mind for staff, "posting it conspicuously allows reps to see it on a day-to-day basis to remind them of their mission. It will also demonstrate to any visitors that your company takes the role of customer service very seriously.

Jennie Davis of Animal Supply Company tells readers, "Creating a clear and concise mission statement can help create unity and focus within your department as well as help set departmental and personal goals. It illustrates what your department and/or company want to be and how to achieve that vision. A successful mission or vision statement will keep everyone on the same course and working toward common goals." 

Source: Customer Service Group