Does your company have a customer service mantra?

Does your company have a customer service mantra?

Faith Ocampo Published on December 4, 2017

smiling call center team leader with customer service agents

As part of your corporate branding, you’ve probably decided on your company’s logo and tagline, but how about a customer service mantra?

When you started your business, one of the first things you probably thought about was the company logo. You probably kept asking, “What icon best represents my business and what it offers?” or “What color should I go for?”


You were also probably itching to create your brand’s tagline, just like Nike’s popular “Just do it” and McDonald’s “I’m Lovin’ It.” And nobody will blame you for doing so.
Indeed, attention-grabbing logos and catchy mottos are two of the secrets behind successful advertising campaigns. In a highly competitive market, brands must stand out, grab and hold customers’ attention, and make themselves memorable.

But what if you extend this principle to customer service?

What’s your customer support mantra?

floating businessman chanting mantra

A catchphrase helps you capture the core principle driving your customer support delivery, which is one of the most important pillars of a winning brand. When your marketing tactics fail or are simply not effective, excellent customer care will speak of your brand’s reliability and commitment to high-quality service.When you distill your unique selling points into a succinct marketing tagline, you’re capturing the very essence of your brand. What you’re actually doing is pinning down and translating your brand identity into words, bringing clarity to what you want to achieve as an organization. The same thing happens when you create a mantra for customer care.

In addition, having a mantra helps everyone—including new employees—easily understand what you want to achieve in terms of customer service. This guides agents on how to speak and assist customers, allowing them to carry out their tasks in ways that are aligned with your vision.

Write it down.

It’s not enough to just know your mantra. You have to write it down. This is the first step in operationalizing the core principle behind your brand’s customer service style. Otherwise, it’s practically useless if you’re not discussing it with your employees or making it the center of every customer support strategy.

Instead, make your slogan tangible by writing it down. Make it visible by writing it on your bulletin boards. Make it part of your organizational culture and daily operations by using it as the central idea holding together your customer care strategies. Doing so will help keep you and your staff focused on your targets.

Identifying your customer support slogan

To find and create your customer service mantra, you must ask yourself a lot of questions. Picture your ideal customer and ask yourself how you want them to see you as a brand. To get you started, here are some questions to get you thinking:

1. Who are you as a company?

business team surrounding company executive

What are you selling? Is it a service or a product? Who is your target audience, and what are their characteristics? What tone of voice, communication approaches, and channels are you using to reach out to them? Once you’ve answered these questions, think about how all these tie with your customer support style. Consider the resources that you can use to provide the best service to your customers.

2. How do you want to make customers happy?

businessmen brainstorming conversation wheels cogs

Or more importantly, how do your customers want you to make them happy? This requires market research to get to know your target customers and putting yourself in their shoes. Or better yet, do some actual market research. Find out what your customers expect from your brand in terms of customer service, and encapsulate that in your mantra.

3. What’s the one thing that only you can deliver?

call center agents on smartphone

The world’s most successful brands are known for their unique customer support delivery, as many of them go out of their way to make their customers happy. This is something that all brands, regardless of size, should try to emulate. You don’t have to do something big and grand. Think of simple but unique gestures you can do for your customers, and commit to it by establishing your customer support mantra.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 week ago
How do you make your customers feel special?

1. Speak your customer’s language
2. Call back when you say you will
3. Say “please” and “thank you”

Here are seven more ways #CustomerService experts enhance customer experience and win customers' trust: https://buff.ly/3gZWV20

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
An agile #CallCenter can turn interactions in the most competitive industries into long-lasting relationships. This allows brands, especially #startups, to meet the rapidly changing demands of their market.

See what other advantages it offers: https://buff.ly/3e3uNZT

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
73% of customers prefer #LiveChat as their go-to channel for #CustomerSupport. This saves businesses time and expenses for higher productivity.

See how experienced #BPO providers offer excellent #CustomerService via live chat: https://buff.ly/3muh698

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Open Access BPO's #IT infrastructure was designed to adapt and integrate new technologies and features to meet market demands and client needs.

Learn more about how we can future-proof your #offshore operations: https://buff.ly/3e3uAWV

#WeSpeakYourLanguage #SmartRedundancy
Open Access BPO
Open Access BPO3 weeks ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 weeks ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!