I've been working in the BPO industry for nearly a decade, and it has taught me a lot of things. As a customer service representative, the most fulfilling thing you can do is go above and beyond what is expected of you and take your customers' experience up quite a few notches. This may mean going out of your way to help a customer find the right product, providing them with extra information about a product or service, or simply making sure that their experience with your company is as positive as possible.
It is a great feeling to help someone. For most people good customer service is an expectation. Customers expect, at the very least, that their questions will be answered and that any problems will be fixed quickly. But when you meet your customers' expectations and leave them completely satisfied with your service it's like taking something to the next level, and the better their experiences are the more likely they will recommend it to others. It's definitely a plus for the business.
My secret recipe as a Customer Service Representative is to add human touch and a sprinkle of compassion to all my customers and turn GOOD customer service into GREAT customer service. It's not just about being polite and helpful, but really connecting with the customer on a human level. Showing that you understand their situation and care about solving their problem goes a long way in creating a great customer experience. Whatever you do, always keep the customer in mind and work to make their experience the best it can be. With a little extra effort, you can turn a satisfied customer into a lifelong advocate for your company.
In addition, a little bit of compassion can go a long way. If you can put yourself in the customer's shoes and understand how they are feeling, you will be better equipped to help them. We all want to be treated with respect and understanding, so extending that same courtesy to others is sure to make them feel valued as a customer.
By: Rogelio Vergara
Rogelio has been in the BPO industry for nearly a decade, with team lead experience for over four years in total. He is an innovator at heart who is passionate, driven by purpose, and has the overarching goal of making a positive impact.
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