The word “culture” almost always brings to mind a couple of thoughts. On the one hand, it evokes the thought of “an improved breed”, such as “a cultured person, or one who can appreciate the arts”. Then there’s the other meaning, one that hints at a group of people whose identity is hinged on a distinct set of values and traditions. Take “the American culture is what makes us a great nation”, as an example.
Did you know, though, that your business can likewise have its own culture? In fact, your small business can be “cultured” because of a certain culture—a culture of service, that is.
And it isn’t that hard to instill a culture of service in your growing operation. First of all, you have to keep in mind that you’re in a business—a business of service. A call center is a partner in this undertaking. Whether you’re running a rent-car service, or one that manufactures rivets, you’re here to serve the customer.
With that in mind, it’s now time to rethink certain policies that might go against what is known as “customer service”.
Your outsourced call center agents are trained to serve customers at all hours of the day (or night in some places), even weekends and holidays. Companies are making sure that they are “business as usual” by having an order taking call center or business answering services.
Finally, constantly remind yourself and your staff of this service culture. Conduct regular training sessions to jolt ailing memories and align their beliefs with yours.
Doing all this will not only promote a culture of service. You’ll likewise be a cut above the rest—because you’re cultured.