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Service culture in 2022: The dos and don’ts of the customer care industry

Service culture is all around us. Whether we experience it as a customer care representative or as a consumer, it’s deeply ingrained in our consumerist society.

Companies keep developing service culture guidelines because the trend and the market tend to shift drastically—sometimes over a couple of weeks or months.

The customer care industry is composed of blended cultures from different branches of the sector. And there are times when these customs carry over other parts of the practice.

Defining service culture

Service culture is part of a company culture that’s more customer-centric. Companies shape an exemplary service culture by training employees in aspects like customer service, engagement, and accountability.

This practice makes businesses more humanized and people-oriented than their competitors.

Right now, more and more people are growing closer to companies that tend to have a more grounded and humanistic approach rather than any publicity.

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Defining service culture

Service culture dos and don’ts in customer care

Do: Listen to your customers

Service culture cultivates a more personal approach to consumers—gaining their trust and patronage in exchange. They are more likely to be patrons and regulars if they feel validated and seen rather than being treated as a transaction.

If you turn more customers into loyal patrons, it will be more beneficial to your business. Studies have shown that regular customers bring in more revenue and become your word-of-mouth brand ambassadors too.

Service culture dos and don’ts in customer care

Do: Listen to your customer service agents

Customer care agents face customers every single day. They know how to deal with certain situations and consumers that come for business. 

It’s always a good idea to listen to their ideas, suggestions, and concerns about your business. Keeping an open mind is an important part of a service culture as a whole.

Do: Stay engaged (even after sales)

Even if the nature of the whole business or customer relationship is transactional, it’s always best to add a human touch when dealing with clients.

The whole concept of this culture is to treat consumers in the best way possible. Staying engaged is one of the most effective ways to guarantee brand loyalty. It doesn’t matter what industry you’re in; this applies to any company in many ways.

Do: Stay engaged (even after sales)

Do: Be responsible and accountable

Businesses aren’t immune to mishaps and PR accidents—one of the best ways to deal with them is to be responsible and accountable.

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The service culture depends on how customers perceive your brand. If they think that a company often shifts the blame to anyone but themselves, consumers will leave one by one. This is crucial in today’s age when the public image is everything.

Don’t: Overcomplicate things

Overcomplicating things may lead to misunderstanding, both with consumers and employees. On the other hand, oversimplification may lead to missed points and may come off as condescending.

The point of service culture is to work alongside the customer—figuring out what makes them tick.

Don’t: Underestimate the market

Underestimating the market is one of the ways to obliterate your business out of the industry.

Every business owner knows that the market is a force to be reckoned with—more specifically, the consumers. The culture heavily relies on what they want and how they go with the trends for that season.

Gauging the trends is part of the marketing department’s job, making it easier for them by understanding the most basic movement of the customers.

Don’t: Take feedback for granted

Taking feedback for granted will render your comment box useless. The point of having one is welcoming constructive criticism about the business and how you can improve it in the long run.

While some feedback comes with little to no hard basis, there are others that can be beneficial to the business if taken seriously.

Don’t: Be afraid of customer and employee complaints

Complaints are part of any business and, in some cases, those complaints reveal a root problem that only be fixed internally.

As upholders of service culture, companies should take complaints seriously, offering permanent solutions.

Don’t: Be afraid of customer and employee complaints

Why customer-centric culture is important

A customer-centric culture allows companies and businesses to build a functional rapport with their consumers.

By doing so, businesses can conduct marketing campaigns and strategies grounded in professional relationship building.

Service culture influences every aspect of an organization, from internal teammates to customers and investors. It becomes a part of every marketing and sales campaign that takes place.

It bears repeating that this approach relies on how the business sees and interacts with its customers and, more importantly, how customer care representatives interact with them.

These representatives are the face of the company, and how they treat consumers is reflective of how the business sees its consumers on a smaller scale.

The relationship between consumers and businesses should be mutually beneficial at all times.

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About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.