Do you really deserve to be an entrepreneur? Do you have an A* service mindset?

Just ask yourself once! Are you devoted to provide your customers the best possible service? Alright! Let’s find out how dedicated you are towards your customers and how can you improve the service management.

The attitude you have and the culture you follow in your company defines your relationship with the customers. Fill your mind with constructive thinking. Approach your world of service with commitment and compassion.

 Following are some vital points that will help you build that A* service mindset in your company and develop character traits to become a great leader/entrepreneur.

• You need to have that element of Generosity in you. Try and give customers the best of your product. Don’t hesitate to go an extra mile and try to do the job before the general timeline if urgent. Work in the after-hours to help them. Be a part of their happiness, wish them on special occasions and congratulate them on their purchases. Would you love if one of your customers walks up to you and says “I got more than I expected”. Isn’t it the best feedback and a sheer delight to your ears? It is indeed!   

One of the best examples is “The Baker’s Dozen”. Contrary to its name it always delivers 13 pieces. Isn’t it something unexpected?

• Try to build an atmosphere where your employees are regularly educated about the importance of customers in your business. Organize regular sessions, workshops, presentations and group discussions. Being a leader it is your duty to ensure proper employee engagement. Keep organizing the activities that create bonding between them to ensure that employees are committed to their organisation's goals and values, motivated to contribute to organisational success, and are able at the same time to enhance their own sense of well-being. Accept the feedback your customers give and share it with your team. Ask for advices and suggestions. That will not just boost their morale but will also help them handle customers effectively. And the efficiently they’ll deal with difficult situations; more trust your customers gain on you.

“A good company is known by the people it keeps”. . . .

• Take ownership of the services you provide and the problems that your customers face due to your product. Never play the blame game. Accept if it’s your fault and rather than subduing the fact remain open to feedback. Sympathize accordingly. The customer is the best teacher. Ask them “What can I do to make your day better?”, “How shall I improve?” You’re not expected to know all the answers but at least you can try to get it done by the relevant people. 

I believe we’ll would have gone through it. You’re angry, you’ve been on hold for long, someone answers and then you get to hear that same old story. “We apologize but that’s not our fault, it was the other team who did it! Why the hell would you be worried which department did it. You only know the company as whole”

• You need to see the world through the customer’s eyes. The customers will not understand your internal procedure and challenges. They have their own needs, preferences and priorities. Being the service provider it’s your responsibility to understand their point of view. Although it is really hard for you to imagine life from someone else’s point of view but this what entrepreneurs with an A* service mindset do.

“British Airways took an amazing initiative of installing video booths at the airports. The passengers could record their compliments and complaints. Now the management could see their service from the customer’s point of view”.

There are many more things which a leader needs to understand and implement for creating an A* service mindset for his team and himself.

The customer king specializes in this domain and helps you develop that mindset for you and your employees. We know how hard it can be for startups especially, to focus on these important things.  

  

We are just a click away! Contact us before someone else takes your customers away!

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The Melting Domestic Customer Service Industry.

Today India is the most favored market for Business Process Outsourcing (BPO) companies in the world and caters to 60% of the need. The BPO/KPO industry employs a workforce of 1.98 million directly and 7.5 million indirectly. The figures are dynamic and constantly growing. Our talented low cost labor and need to grow has made it easier for the bigger firms to establish their contact centers here.



      The reason of such growth is the fine quality of customer services provided by our people to their customers resulting in enhanced business and hence revenue. Our capability to speak fluent English and master skills in customer handling has captured the interest of many countries thus making it a hotspot. Many of us reading this article would be working in the BPO sector and will understand the importance of standards and protocols reinforced in our respective lines of business.


    Although famous as per the definition BPO is outsourcing of non-core activities to a third party. But are we sure if it's really non-core?Being on the front line and being the first point of contact of the customer , a customer service representative plays an imminent role in creating the company's true picture.


Companies based in countries like United States, United Kingdom, Australia and New Zealand force much on customer eccentricity and maintain optimum levels of standards and practices to ensure customer satisfaction. They treat customers like a King, may not literally but ethically.


In International contact centers based in India, From opening of a call, to proper acknowledgement, resolution providing till the proper closing, each and every step is under proper surveillance. The executives are taken through a proper training program and their skills are furbished before they are unleashed to handle the customers.

So we all know how wonderful we make a customer's experience which is reflected by the CSAT scores and the NPS surveys that they fill for us.

But do we remember any such jaw dropping or memorable experience where we have called a domestic company's contact center and proper hold procedure, language comprehension and systematic resolution sharing was followed in a proper and professional manner?


I guess for many of us the answer will be NO!

This is not because the manpower is lacking or they don't have it in them. This is because the companies don't give much importance to proper call structures and customer satisfaction levels. But we still are forced to use such brands because we don't have much alternatives.  Taking an example of United Kingdom where the electricity and gas is supplied by six big providers. A person is free to choose among them and can switch if not happy with the services. We still await that era of Customer choice.

And you know who provides this customer service facility to them? We INDIANS!


But Why can't we ensure same level of customer satisfaction in our domestic market in spite of being the biggest player of the industry. I understand the country is developing and new startups are happening. Indian companies are making big on the board but they still need to add the important ingredient of efficient Customer service leading to more customer satisfaction and more business growth.

  

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