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.

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Open Access BPO 13 hours ago
Reposted from @tdcxgroup

We’ve made yet another bold move.

Just last month, TDCX Group launched Chemin to help the world’s most ambitious companies realize their AI goals — faster, safer, and smarter.

To accelerate our ambition, the Group has acquired SUPA, a cutting-edge data annotation platform known for its agile, gig-powered model and elite talent network.

SUPA will now be part of Chemin, as we make moves to deepen our ability to support everything from training foundational models to safeguarding mission-critical AI systems.

“The future of customer experience is AI-powered, and AI itself runs on increasingly complex, curated data. SUPA brings us the right capabilities and talent frameworks to fuel that future. By embedding SUPA into Chemin, we’re doubling down on our ability to support enterprise and frontier AI labs with world-class data operations,” says Laurent Junique, CEO and Founder, TDCX Group.

As the demand for precision, scalability, and human-in-the-loop intelligence grows, we look forward to delivering the kind of nuanced data interpretation and domain expertise today’s frontier AI requires.

Slide into our inbox — we speak AI.

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Open Access BPO 14 hours ago
Exciting news from our parent company, TDCX Group!

Just a month after launching Chemin, its AI-enablement company, TDCX Group has made another bold move with the acquisition of SUPA!

A leading data labeling and annotation platform, SUPA’s deep expertise and tech capabilities will now be integrated into Chemin. This means that as a Group, we’re better equipped than ever to deliver end-to-end support — spanning customer experience excellence to advanced AI enablement.

As AI rapidly transforms industries, the Group’s acquisition reinforces our commitment to helping businesses harness its full potential — with the infrastructure, talent, and agility to deliver at scale.

Learn more about the acquisition: https://www.linkedin.com/feed/update/urn:li:activity:7341673602808741888/

Have an AI use case in mind? Let’s talk. We’re ready to power what’s next.
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Every page of Philippine history tells a story of determination, sacrifice, and the relentless pursuit of liberty.

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Open Access BPO recently took significant steps towards a greener future.
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