Tales of a Customer Representative and a Customer

Photo by @debilog

Currently, I work as an email associate at one of the BPO companies in Ortigas. We are the ones who represent a community or individual that intends to buy a product or a service.

We support or help our brothers and sisters in the United States. My day to day interaction with them made me realize that there are 4 types of customers.

* Satisfied Customer
* Dissatisfied Customer
* Very Satisfied Customer
* Very Dissatisfied Customer

Satisfied Customers are the customers that get what they want. The inconvenience that they experienced was compensated with the resolution that was provided.

Dissatisfied Customers are customers whose requests were not fulfilled.

Very Dissatisfied Customers are customers whose requests were not fulfilled and the representative handled his/her concern unprofessionally.

Very Satisfied Customers are customers that get what they want and the representative provided an excellent customer service with extra mile.

An extra mile is a gesture of help that can be used to resolve a problem for future reference. Or simply, to do more than is required.

We always want to make our customers happy. Representatives always want to provide the best resolution that can be offered. However, we are bounded by limitations and policies of the company.

If we don't follow the rules that were set, it may cost us our jobs. But sometimes, we bend those rules in a reasonable way to help our customers.

The most fulfilling part is to make a Very Dissatisfied Customer into a Very Satisfied Customers. Curses to praises. Disappointments to satisfaction.

Hearing the words “thank you” was the best Customer experience that I've ever had in my life.

Everytime we see, hear or read those lines, it gives us goosebumps and make us smile. We can say to ourselves that we have done our jobs properly.

We understand where customers are coming from. We are also consumers before being a representative. The thing is angry, dissatisfied, rich, mediocre, old, or young customers are all customers to us. We always want to make sure whenever they end the call, chat, or email that they've taken, that they are satisfied and smiles are plastered on their faces.