Back to basics: The secret behind great customer service

OABPO Blog Team Published on October 31, 2014

Back-to-basics-The-secret-behind-great-customer-service--Open-Access-BPO--Philippine-Call-Centers
Philippine call centers, take note: the Temkin Customer Service Ratings has been released earlier this year, listing the best and the worst of America s customer service. Brands and industries that topped the list are the ones that are usually represented by call centers in the Philippines, but among the flunkers are also common clients of the country s business process outsourcing (BPO) industry.

Temkin Group, the research and consulting firm that conducted the survey, named companies under the banking, fast food, retail, and grocery chain industries as the ones that satisfy their customers the most. On the other hand, telecommunication brands, healthcare providers, airlines, and hotels ranked the lowest, as graded by 10,000 US consumers who answered the survey.

When asked what makes these industries excel in the customer service game, Temkin Group s Managing Partner, Bruce Temkin, said in a Forbes interview, “There are two types of companies that consistently make it to the top of the ratings. One excels at conducting very basic customer interactions, day-in, day-out. Those include supermarkets and fast-food chains where customer demands are basic but well met. The other group, including USAA and Amazon, makes a concerted effort to treat its customers well.”

Back-to-basics-The-secret-behind-great-customer-service

Essentially, winning the nod of your customers all boils down to delivering your market s basic needs. But it doesn t stop there–you shouldn t just do the basics; you have to do these really well.

So, if you want to be in the same caliber as USAA s and Amazon s, your customer service unit should either possess or give your customers the following:

• Friendliness

• Control over any situation

• Fairness

• Empathy

• Convenient options

• Product knowledge

 
Customer service, at its very core, is about giving customers the best possible experience when doing business with you. They don t actually care much about the high-end communication tools you use or the decade-long expertise you have in your field. As long as they re getting what they paid for and you exceed their expectations, you deliver them a pleasant customer experience. And most of the time, all it takes to win their approval is your representatives basic approach at serving them.

Join us on facebook
Open Access BPO 4 hours ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric for gauging potential challenges your #CustomerSupport team will encounter.

By leveraging this metric, you can effectively manage your team and allocate workload to optimize operational efficiency.

Read: https://buff.ly/3YTDeyl

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/4flOvO4

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 6 hours ago
Located between Hong Kong and Mainland China, 𝗧𝗮𝗶𝘄𝗮𝗻 is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native 𝑴𝒂𝒏𝒅𝒂𝒓𝒊𝒏, 𝑪𝒂𝒏𝒕𝒐𝒏𝒆𝒔𝒆, 𝑱𝒂𝒑𝒂𝒏𝒆𝒔𝒆, 𝒂𝒏𝒅 𝑲𝒐𝒓𝒆𝒂𝒏-speaking professionals.

𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝗮 𝘀𝘁𝗿𝗼𝗻𝗴 𝗯𝗿𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝗰𝗲 𝗶𝗻 𝗘𝗮𝘀𝘁 𝗔𝘀𝗶𝗮 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗧𝗮𝗶𝗽𝗲𝗶: https://buff.ly/3Yw0wcm

----------
𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/3YS79Hb
• Our Other Locations: https://buff.ly/3YAQoir

#WeSpeakYourLanguage
Open Access BPO 8 hours ago
Thinking about building a stronger #CallCenter team?
Cultural #diversity can be your secret weapon! It fosters better customer understanding, improves communication, and boosts innovation.

Learn about the key benefits in our latest blog:
https://buff.ly/4fCYEp0

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.
Contact us today: https://buff.ly/4fCYIVM

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO Yesterday
Having a hard time finding the right talents for your #CustomerService team?
You may need to tweak your #recruitment strategies.

Try out these creative recruitment strategies to attract qualified candidates: https://buff.ly/3O1c1DD

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3Aiv2yv

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 3 days ago
Content Moderation work requires specific skills, qualifications, and attributes from its moderators. These qualities ensure a safe and positive online environment for users.

So, if you're #outsourcing this service, your prospective #outsourcing partners' employees must have:
• discernment of good from bad;
• a sharp eye;
• a trained mind;
• a tough stomach; and
• these other traits: https://buff.ly/3YvM7wR

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/40Cg01j

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
#KPO #BackOfficeOutsourcing
Open Access BPO 3 days ago
Outsourcing call centers can significantly boost efficiency and cut costs for global brands. However, it’s crucial to be aware of potential pitfalls.

Don’t let outsourcing disasters derail your business.
Read our list of red flags to avoid and ensure a smooth transition: https://buff.ly/3NT6OxK

----------
Partner with a truly capable call center to prevent outsourcing nightmares.
Open Access BPO has been the trusted outsourcing service provider of some of the biggest global brands for decades.

We've got your back. Contact us today: https://buff.ly/3NTy4MH

#WeSpeakYourLanguage
#CustomerService #CustomerExperience