Why customer service should be everyone’s duty

OABPO Blog Team Published on September 12, 2014

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When you’re assigned a task that is beyond your capacity or outside your job description, it’s a natural response to say that it’s not your job. But in the customer service outsourcing industry where the customer satisfaction is everyone’s ultimate purpose, you can’t simply steer clear of the duties that are tied to customer experience, whether you’re an agent or not.

It’s common knowledge that delivering customer service is mainly the duty of the phone representatives. Customer experience, however, is something that thrives on the collaboration of every role in the company. This is cultivated by the direct and indirect actions of all employees, and not just the front-liners. Since this is a shared vision and responsibility, anyone can both help improve customer experience or destroy it.

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A duty beyond tasks

It’s easy to say that customer service is not your duty if it isn’t actually included in your job description. It’s completely justified to turn down a request to man the phone lines if you’re only hired to maintain your company’s e-commerce site. After all, answering customer queries is not your job, but the task of keeping the site responsive and fast for online shoppers makes their customer experience pleasant. By fulfilling these e-commerce responsibilities, you elevate your company’s overall customer service quality.

IT personnel, payroll officers, or anyone who isn’t a customer service representative aren’t expected to carry out the task of answering customer queries, but by simply fulfilling their true tasks, they also fulfill the duty of giving great customer experience.

Tracing back past transactions to explain a customer’s confusion over a transaction or redesigning a product to fit with the demand reflected in the feedback survey are seemingly small tasks that are only carried out by departments outside customer service. But put them all together, they yield great customer experiences.

Indeed, customer experience and customer service transcends tasks written on the contract. They are shared responsibilities of everyone regardless of what is technically assigned to their job title. And the lack of recognition of these shared responsibilities hint work culture issues such as poor employee encouragement, empowerment, and accountability.

So how can everyone in your company recognize their shared responsibility? We will delve on that area on a follow-up blog post.

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#TeamOABPO Davao marked #CustomerServiceWeek with a full week of engaging and fun activities. The celebrations brought everyone together through friendly competitions, shared meals, and moments that recognized the people who deliver excellent support to our clients every day.

It was a meaningful way to show appreciation for the teams who help us build lasting partnerships and deliver dependable customer experiences.

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We recently wrapped up another awesome #CSWeek filled with fun activities, laughter, and appreciation for our amazing #CustomerService teams!

From games and challenges to team bonding and well-deserved treats, the week was all about celebrating the people who make Open Access BPO shine every single day.

At the heart of everything we do is our people. Our success comes from their dedication, passion, and commitment to providing world-class service. That's why we're proud to be an employee-first company, where hard work is recognized, and everyone's contribution truly matters.

We had a blast celebrating our #CustomerServiceWeek champions, and we're already looking forward to making CS Week 2026 even bigger and better!

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Open Access BPO launched its #CustomerServiceWeek 2025 celebration with an event honoring its #CustomerSupport teams.

This year's theme, Mission: Possible, celebrates how #TeamOABPO turns every #CustomerExperience challenge into success through skill, dedication, and teamwork.

A special highlight was a client video thanking employees for their commitment and excellence. Throughout the week, team members across all sites will enjoy themed games and activities leading up to a grand finale recognizing top performers.

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