What Is Customer Service Culture?

Customer service culture demands knowledgeable personnel.

Businesses need satisfied customers in order to survive and thrive. In a customer service culture, a business organizes itself according to customer needs to remain sustainable. This strategy encourages customer loyalty.

Features

Customer service cultures share traits based on interaction with customers. These traits emphasize communication with the customer and well-trained employees.

Knowledge of the Customer

Using customer data, like purchase histories, strengthens the client relationship by allowing personnel to tailor their service to the individual client. Tailoring this data to the customer makes the individual more likely to return and to refer new business.

Responsiveness

Listening to and considering both complaints and compliments from customers provides the business opportunities to improve their service. Responding to feedback can also open unexpected opportunities for new business.

Employee Empowerment

Allowing customer service agents some freedom to make decisions can strengthen the client relationship. This autonomy could include releasing small refunds or recommending additional products and services based on customer needs.

Accessibility

In a customer service culture, it is easy to reach the company. Phone numbers, emails and, as of 2010, social media are all easy to locate and lead directly to a live service representative.

Knowledgeable Staff

Customer service representatives know the products and services of the business well and can educate customers in how to use them. Staff also know common customer concerns and can recommend ways to address issues.

References

• Inc.: Eight Keys to Creating a Customer Service Culture
• All Business: Top 10 Customer Service Mistakes
• "Harvard Business Review"; Zappo's CEO on Going to Extremes for Customers; Tony Hsieh, July/August 2010
• Quality Digest: Measuring and Managing Customer Satisfaction
• Bloomberg Business Week: Encouraging Repeat Business