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Is your Call Center Culture Customer Centric?

In today’s self-seeking society just about everyone thinks of themselves first, the interest of the customer often takes a distance second at best. That type of attitude is detrimental in today’s business environment. The question remains, how do you change an otherwise self-seeking individual into someone who puts the interest of others before themselves?

The answer is education! Education of the call center workforce is imperative to develop in the call center environment. This culture consists of those whose thoughts are aimed on a positive action and reactions of their activities and how they affect the customer vs. how a situation would impact them (with a self-centered attitude). The attitude must be what’s the most convenient and responsive for the “customer” and that’s what should take top billing to meet a customer’s expectations. They must be handled in a professional, friendly and courteous manner. Frankly, it’s what a customer expects from their provider besides, honesty and integrity.

The customer experience is impacted by so many variables, but a caring concerned representative is at the crux of that experience. Quality service comes from an individual willing to do want it takes to provide quality service. So, as they say in show biz, it’s show time! Envision taking center stage in the play called “The Business Environment.” The character takes the stage with a bright smile leaving the concerns of personal matters behind to focus on one primary person, the customer-in this case the audience. A call center agents character roles are different than an actor, but the lines must be effectively executed to ensure a satisfactory and a harmonious conclusion.



This entry was posted in Answering Service, Customer Service by Cheryl LaBaw. Bookmark the permalink.

About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.