Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately overwritten when customers plead their case to managers. Those are not best practices, and they’re often symptoms that services are not aligned.

Watch this video from my LinkedIn Learning course “Customer Service Leadership” to consider how your brand’s personality can shine through from the very first hello.

Stories from the field: Aligning service and mission from Customer Service Leadership by Brad Cleveland