Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

Most companies do focus on creating their own culture and environment for employees, but they are usually doing it wrong. A successful business culture doesn’t create competition among employees, but encourages them to advance and improve their current abilities. This leads to fair competition and a motivating environment. When employees are busy trying to be the best at what they do, customer service excels and the business fosters a progressive culture.

Who creates and sustains the culture of a business?

Starting with the business owner, the managers of the company are the guardians of the company’s principles. They are also models for the other employees and practitioners of the overall business theory. If managers do not practice the right theory, the company will be damaged.

The requirements of a manager

The manager of the company has to be a role model for the other employees. He or she is the personification of the business culture and the image of the brand. When hiring a manager, companies should look for certain abilities:

  • Leadership
  • Creativity
  • Organizational Skills
  • Communication Skills

It’s worth mentioning the fact that the position of “manager” has changed throughout history as well – a change influenced by the increase in customer demands an improvement in the organizational structure of a company. This change turned the managerial position into a more complex field. At a basic level, there are 5 concepts of management:

  • Top-Level Management: At this level, managers are required to come up with market strategies that are zoomed out and global. They focus on the bigger picture of the company.
  • Middle-Level Management: At this level, managers work as intermediates between the subordinate levels and the top-level management. They are responsible for the lower levels of team leaders.
  • Frontline Management: The front-line manager has the responsibility of balancing expertise with interpersonal skills in order to lead operational processes.
  • Functional or General Management: A general manager focuses on all business processes, while functional managers deal with one unit or one department.
  • Specialized Management: There are different types of management required for each type of organization or institution, be it for-profit or non-profit, government-owned or private.

When we zoom in on the types of management, we reach the types of expertise. Management has different specializations regarding the business processes. Inside a multinational company, you may find that half of the employees are actually working as managers. Why is that? Because a multinational company has to take on many processes that keep the company functioning inside and outside, requiring many managers.