How call centers in the Philippines compensate customers

Wednesday, February 12, 2014

Customers who ask for compensation due to faulty service or product aren't new to call centers in the Philippines. It's a common occurrence in contact centers that represent brands with imperfect products and with customers who expect something in return if they think that a brand's customer service is flawed.

Although compensations are staple in any customer service strategy, it doesn't mean that every error that transpired between the brand and the customer must be rectified by this. In fact, many contact centers suffer from giving compensation where it is not due.

They commit an error, so they offer sizeable compensations to the customers lest they switch to the competitor or bash the brand on various social media sites. Experts warned brands, contact centers, and customer service firms to determine carefully which occurrence is considered rectifiable by compensation.

Rectifying errors and faults through compensation is indeed an effectual way for brands to make it up to the consumers. But experts said that compensation must always come with personal touch, and it should not be done as though it's a customary part of the business's strategy of avoiding "walk-out" customers.

You've probably heard of Lowe's, Trader's Joe, Zappos and those other brands that consistently make it to the list of "brands with the best customer service" each year. You know that they just don’t compensate, but they compensate personally even if it costs them time, effort, extra money, and creativity.

Everyone from their respective workforce knows the real essence of customer service—from frontline employees, to policies, to their executives. More importantly, their customer service teams, those who face and talk to customers directly, are trained to do everything just to surpass—and not just meet—customer satisfaction, even if it is through the most absurd way one could ever think of.

Compensation is a legal obligation

Law has it that the makers are responsible for anything erroneous or faulty on their brand. It's either they rebate charges or provide new product or offer alternative service—anything, so long as it would pay the equivalent damage done to the customers.

But in the standpoint of a serious business owner, or if you're one of those excellent call centers in the Philippines known for outstanding adherence to customer service, it must always be beyond the minimum. And the customers must feel it.

On the brand's end, this is actually a perfect time for them to show off. Whether there is an error committed or none, it should be inherent to them to give customers a little extra from what they've purchased or by simply staying loyal to them. Most of the time, customers aren't really big into the idea of them being a loyal supporter of a brand, but once the brand gives a reward out of this seemingly trivial reason, the customers get to remember that their loyalty has significance, too.

A closing question

Put yourself in your customer's shoes. Imagine walking inside a bleak restaurant with an inattentive waiter, waving for the menu, and getting nothing as minutes went by. Then the waiter approaches you, giving you some French dessert to apologize for the waiting. Now, the question is: is that French dessert enough to appease your annoyance?

Open Access BPO customer service-focused solutions are comprised of non-voice, voice, and back of house service solutions, which includes rich media solutions and web services. Know more about our other services by visiting our website and Google+ page.