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Dealing with Customers on the Phone

Feb 9, 2008
Customers are the lifeblood of any business. Without them, the company would have no reason for existence. Hence, the customers should be treated as courteously and as special as possible. In Philippine contact centers, this is being practiced so that their clients would be as happy as their contact center agents are.
Customers would also do well to understand the customer service process on the phone. This way, they would be able to deal with phone officers better with their expectations in check.

Phone officers in the Philippines are always on the go in understanding their customers better. This requires good listening skills and intelligence. After all, how can a customers concern be resolved without technical expertise?

The primary purpose of customer service is to look into the problems of customers and provide the solution, whether it be complaints management or sales the basic principle is the same and the customer should walk out of the phone happy because he got what he needs. Contact center agents in the Philippines receive training in enhancing their English language listening skills to deal with different accents from customers. Even if they are not able to emulate the accent of their customers from the United States, Australia and other arts of the world, they are capable in dealing with the complexities of providing excellent customer service on the phone. Having the technical expertise and other related skills and knowledge is of paramount importance in providing customer service.

For foreign companies that decide to outsource their customer service to the Philippines, important business information, statistics, and processes are taken from them. These skills, knowledge and processes are not fork-lifted directly. Rather, important cultural and informational contexts are also taken into account so that whatever cultural and language barriers are addressed in the process.

As every contact center would realize, professionalism is a key ingredient in the business. Without thorough knowledge of the company, the products and services offered and the possible problems that may arise, contact center agents will only appear unprofessional and unskilled in dealing with customers. If this happens, then outsourcing shall have harmed the company instead of helping it improve.

Another important aspect of outsourcing phone customer service to the Philippines is the ability of contact center agents to provide helpful and skillful insights to improving products and services.

Filipino contact center agents come into contact with customers on a daily basis. As such, they would be able to diagnose and look at the problems reported by the companys clients. Since they are knowledgeable in all aspects of the company, they can then make necessary suggestions and comments to concerned people in the company towards the improvement of products and services. This feedback process is immensely helpful to the company in the long run.

If the companys products and services improve, then ultimately, both the stockholders of the company and the customers will emerge as winners in the process. The contact center agents in the Philippines and other areas of the world shall have become important agents of change in the customer service of the company.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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