5 Important things to remember in a Customer Service

Being part of a Business Process Outsourcing company provides a lot of learnings and valued experiences. These experiences not only develop you more but mostly let you learn and realize good values and develop right attitude.

When I entered to one of the known BPO Company on our city, I know nothing. All I know was that customer service representatives or technical service representative work in a flex time and day offs. It was my first job after college so no particular ideas into what is customer service is all about.
However time flew so fast that I am now with the company for over a year and a half now. Curiosities were turned to experience. Here are the things to keep in mind for customer service.

This is the foundation for customer service. There were no successful conversation over the phone or via chat/emails without respect to the customer. As a customer representative this is very important to be displayed because people would develop connection and understanding with each other. After all respects begets respect. This is to better understand and resolve the concern of the customer. I suppose this one way to achieve world class customer service.

To serve and help is always been the vision of a customer support. With this, it is undeniable that every call, chat or emails we receive we should be patient to understand explain and resolve the customer’s concerns. Foy my scope of support as a Resolution Centre Specialist for an e-commerce website, it is undeniable that customers calling are adults, young adults and the elderlies. It is much needed to explain the process slowly and accurately to the customers especially for the elderlies. Since my market was for United Kingdom, it is normally that its neighboring countries such as France, Italy, Spain, and Portugal and until Germany were regular customers as well. Such countries who have their own language sometimes are having a difficult times to express themselves although as customer as well, you now that they wanted to tell more. Helping them express themselves would be a great fulfillment.

Loving the work. Loving your team and loving the mission of your work. This is one of the things to remember for customer service. You go to work to earn money but when you learn to love your work would mean more. Loving your work until it is no longer just a work but a service. The satisfaction and the love you give to work not just keep you going but also other people. People get inspired by people so who knows that the man or woman in front or back of your station get inspired by you. Right

As a customer service specialist or representative (depending on what does your company calls you), you should at least be aware of the cultures of your customers. This is really important because you can be successful in this career if you know your customers so well. When you are aware on what your customers have or on what kind of customer are you will understand where they are coming from.

Part of being a customer representative are meeting the targets provided by the clients. In my line of business which is all about buying and selling items on the website, we have what we call Agent Satisfaction ( the customers rating to the service by the teammate ) and Resolution ( the member is asked if the teammate resolved their concerns ). Personally, I always took into consideration these targets whenever I have a call from a customer. As they say, you should not compromise one thing to achieve another target. It is very important to reach equilibrium, to meet all the targets. This way you help yourself grow and as well your company.

As a customer service specialist or representative (depending on what does your company calls you), you should at least be aware of the cultures of your customers. This is really important because you can be successful in this career if you know your customers so well. When you are aware on what your customers have or on what kind of customer are you will understand where they are coming from.

by : wolfematler