Spoken English | BPO and Customer Service
If you work in a BPO, you know the two magic words – Customer Service! It is a really big deal, and not without reason. Companies that use BPOs to undertake their customer servicing activities need to be sure that they are placing their customers in good hands. After all, customers are key to any business. Good Spoken English skills go a long way in providing good service to customers, as they may be in any part of the world. If you’re planning on a career in the BPO industry, here’s a list of things you can’t forget:
Understand Your Client Company
As a customer service executive working at a BPO, you represent not just the company that employs you, but also the client company that contracts you. Your direct client might be Company A, and you will be expected to service Company A’s customers just as Company A would like them to be treated.
When customers have a good experience interacting with representatives of a company, they are much more likely to be satisfied with that company and continue doing business with them.
Develop a Good Reputation
A bad service experience may lead to a customer moving away to a competitor. Over time, this may lead to the organization developing a bad reputation in the market and loss of competitive standing.
A satisfied and happy customer is always a satisfying experience on both sides. Someone happy with the service you have provided will most likely tell others about this, thus building a good reputation for you and your company. A personal recommendation from a happy customer can go a long way in your own performance appraisal. This will bring you a lot of job satisfaction and improve your confidence and sense of self-worth.
Improve Profitability by Improving Service Quality
Service quality by a BPO has the potential to make a big impact on its clients’ business. Good service leads to satisfied customers and increased sales. This growth in sales and revenue leads to higher company profits. This gives companies the ability to offer higher incentives and bonuses to its people. Hence, your level of service as even a new BPO executive can have a direct impact on both, the company’s profitability and your own growth and earnings.
These objectives can be achieved by developing skills.
Improve Spoken English Skills
A good hold on English language and English grammar can enhance your conversations with the customers. Your English should be clear and concise so that the client is able to understand you well. With good spoken English skills, your ability to listen and carefully understand the customer’s needs can help in fulfilling the customer’s needs. You can improve your spoken English skills by practising speaking in English regularly.
You have everything to gain by putting the customer first, and really nothing to lose! Nowhere is this more true than in the ever-growing BPO industry.