8 Basic customer service principles that entrepreneurs often forget

Faith Ocampo Published on June 5, 2017

businessman in red glasses thinking deeply looking at office table

Are your customer support strategies tied to effective principles?

Too often, entrepreneurs get lost in the technical side of business that they forget some of the most basic and most important business principles that can help them become successful. This leads to poorly thought-out decisions and weakly conceptualized strategies that don’t work for their target market.

To build a customer-centric company, here are some customer service principles that you should always remember.

  1. Know your customers.

    customer service representative holding magnifying lens by globe with photos of business people

    It sounds simple and obvious, but knowing your customers takes continuous effort. Unfortunately, brands skip this step and assume that they know what’s best for their customers. They then proceed straight to product development and marketing, thinking that these would suffice to gain the attention of their target market.

    The truth is, you can’t build a successful product, marketing technique, or customer support strategy without knowing your customers and their needs. Also, remember that one customer survey isn’t enough. Part of getting to know your customers is understanding how their preferences and needs are evolving with time. That means regular gathering of customer data and continuous information analysis.

  2. Smile more.

    smiling customer service agent in a call center

    There’s one reason why machines haven’t yet taken over the customer care industry: Developers and programmers are still working on a computer that’s smart enough to emulate human communication.

    This is why call center reps are a vital part of your relationship-building strategy. They are the ones who are primarily in charge of building rapport with customers and forming meaningful connections with them. Thus, train them to smile more, empathize, and communicate effectively with your customers.

  3. Acknowledge what you don’t know.

    confused business executive looking at customer service files in laptop

    For many entrepreneurs, admitting one’s weaknesses is difficult. But there are times when you have to, especially when you’ve made mistakes and your customers had to suffer because of those lapses.

    Acknowledging your shortcomings gets you one step closer to addressing your company’s weaknesses. Plus, if you can be honest with your customers, you’re more likely to regain their trust and approval.

  4. Say sorry.

    customer support agent apologizing with puppy dog eyes

    In relation to the previous point, always be humble enough to say sorry. Sure, customers aren’t always right, and you may have to stick up for your brand in some instances. But keep in mind that your customers should be your top priority and gaining their confidence is your main goal.

    Thus, recognize when you need to apologize, and do so as soon as you can. However, make sure to back up your apology with concrete actions in order to rectify the situation quickly.

  5. Make your employees happy.

    customer service team leader having fun with call center agents

    Only happy, motivated, and engaged employees can make your customers happy. The sad thing is, many managers take this advice for granted.

    You can’t build a customer-centric brand without becoming employee-centric first. This is true for all brands, regardless of their industry and size. Investing in and empowering your employees are prerequisites of a high-quality customer experience.

  6. Every interaction counts.

    customer support team at work

    Whether indirectly (via your website and social media pages) or directly (through in-store transactions and your customer service channels), every customer interaction matters. At every stage of the consumer journey, you must be prepared to deliver a high-quality experience.

    To do this, all members of your organization must be aware of your brand’s values, vision, and goals. That way, they’ll be able to perform their tasks in a manner consistent with your core business philosophy and brand image.

  7. Listen to your customers.

    customer support agent in glasses trying to listen to something

    Give your customers a platform to voice out their concerns and opinions, and make it a point to listen to them. Use your customers’ insights to improve your products, services, and business strategies.

    Placing customers’ insights at the core of your customer support and marketing activities can help you build a people-centric company.

  8. Good customer service is a team effort.

    busy customer support group assisting customers over the phone

    To deliver the best customer care that you can, everyone in your organization must be part of the mission. It takes teamwork and cooperation to build a people-centric brand and ensure that you’re able to meet all your goals. That’s why leaders must continuously work on empowering their employees and making them feel that they’re a crucial part of the organization.

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.
Join us on facebook
Open Access BPO 0 hour ago
𝗧𝗵𝗶𝘀 𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆, 𝘄𝗲 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲 𝘁𝗵𝗲 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗲𝘁𝗵𝗻𝗶𝗰 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆, 𝗲𝗺𝗯𝗿𝗮𝗰𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲𝘀 𝘁𝗵𝗮𝘁 𝗺𝗮𝗸𝗲 𝘂𝘀 𝘂𝗻𝗶𝗾𝘂𝗲, 𝗮𝗻𝗱 𝘀𝘁𝗿𝗶𝘃𝗶𝗻𝗴 𝗳𝗼𝗿 𝘂𝗻𝗶𝘁𝘆 𝗮𝗻𝗱 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴.

Open Access BPO joins the global celebration of ethnic equality. As a multilingual, multinational company, we see firsthand how diverse perspectives drive progress. We believe that everyone, regardless of background, deserves the opportunity to contribute to a better world.

Anyone, regardless of background, can contribute to societal progress, and the sooner we realize that, the better our world becomes.

We're committed to fostering #inclusivity both within our company and in the communities we serve.

#WeSpeakYourLanguage
#OABPOonEthnicEquality
#EthnicEqualityMonth #EthnicEquality
Open Access BPO 2 hours ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮 𝗮𝗻𝗱 𝗗𝗮𝘃𝗮𝗼 𝗵𝗼𝘀𝘁𝗲𝗱 𝘁𝗵𝗲 𝗳𝗶𝗻𝗮𝗹𝗲 𝗼𝗳 𝗶𝘁𝘀 𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲. | https://buff.ly/434ctKb

The three-month program saw employees engage in wellness sessions, regular weigh-ins, and receive expert weight loss guidance. The finale recognized and celebrated the remarkable transformations achieved by the participating employees.

The initiative underscores Open Access BPO's commitment to investing in the overall well-being of its employees and cultivating a positive and supportive company culture.

----------
Open Access BPO is dedicated to employee engagement and contributing to our team's growth, both professionally and personally.

Learn more about our company culture and commitment to our employees: https://buff.ly/4i34265

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 6 days ago
Open Access BPO Taipei celebrated a decade of growth and success with a party event at the ILLUME Taipei Hotel.

The evening showcased our strong company culture, with games, delicious food, and a festive atmosphere.
We're proud of our team and excited for what the future holds!

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 6 days ago
𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗪𝗲𝗶𝗴𝗵𝘁 𝗟𝗼𝘀𝘀 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝗖𝗿𝗼𝘄𝗻𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀

The Open Access BPO's weight loss challenge has officially come to a close after a successful three-month run.

The program, which included wellness sessions and regular weigh-ins, culminated in an awards ceremony celebrating the incredible achievements of our participants.

We're thrilled to announce and congratulate the five champions from our Manila and Davao offices who demonstrated remarkable dedication and commitment to their health and wellness journeys.

Open Access BPO is committed to employee well-being, and this weight loss challenge is a prime example. We regularly offer activities and programs like this to support our employees' personal and professional growth, fostering a healthy and supportive work environment.

We're proud of all participants and look forward to continuing to support their wellness journeys.

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 7 days ago
This February, Open Access BPO joins the world in celebrating 𝗕𝗹𝗮𝗰𝗸 𝗛𝗶𝘀𝘁𝗼𝗿𝘆 𝗠𝗼𝗻𝘁𝗵.

We recognize the vital contributions of African-Americans who have shaped our world.

It's also a call for us all to learn from history, amplify Black voices, and take action against systemic racism.

#WeSpeakYourLanguage
#BlackHistoryMonth #BHM2025
#OABPOonBHM #BHM
Open Access BPO 8 days ago
Bringing people together, celebrating achievements, and building momentum for their 10th anniversary is the real highlight of 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆.

We're looking forward to being stronger together with our Davao teammates for another decade, but for now, here's a look back at what happened in last week's party: https://buff.ly/3CK1vyM

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss