Effective Customer Service in Philippine Call Centers: Part 1

The call center industry is one of the flourishing fragments of the business process outsourcing (BPO) sector here in the Philippines. Call centers in Cebu are growing in numbers and more job opportunities are accessible to individuals that are interested in becoming a part of the globally-competitive atmosphere of the BPO industry.

Even though call centers in Cebu are steadily increasing, what sets these operations apart is the kind of effective customer service experience that they allow their customers to go through. So, you ask. What makes customer service effective?  Different people have different opinions and formulas when it comes to delivering effective customer service.

Exceed expectations by making an extra step. Exceed the bar set by your customers by fulfilling their unrealized needs.  Customers have different levels of needs. Customers have realized and unrealized needs. Unrealized needs are those that customers don’t realize yet unless you help them see and realize those needs. And when your customers do realize, you help them fulfill those needs.

Customers’ needs are always a priority. An effective customer service representative in a call center knows and understands this. Answers the phone calls quickly with a genuine smile. Remember that the person on the other end of the phone can tell your current disposition by simply listening to the sound of your voice. An enthusiastic and happy customer service representative answers phone calls with a smile. Remember to use proper hold/transfer etiquette.

Listen. Listening is a skill and an art.

It takes more than just ears to listen to what a customer is saying. Effective customer service means understanding and listening to what the customer is trying to say and what the customer is NOT saying. To absolutely understand a customer is to genuinely listen to not just what is being said but as well listen to what is not said during the conversation. Try not to act in response to what is being said, explore for emotions or intent beyond what the customer is saying.  Ask questions and repeat information to accurately determine if you understand the customer, thats the way to shine brightly in this business.