Sudeep D'Souza

If one desires to be very good at what they do, they need to do their job with empathy. Empathy is defined as " the ability to understand and share the feelings of another. " Here are some situations When listening to an issue on the phone/in person/in an email put yourself in the customers shoes and think about how you would react if you had the same issue and what would you expect the response to be. That would help you formulate the right response to the customer. If a complaint has been outstanding for a long time and has not been resolved, imagine how would you feel if you had raised the same complaint with a service provider and it was not resolved for a long time. This will help you react and address the complaint a lot quicker, knowing that you would not have liked that to happen to you. You want to make the numbers look good for your manager and you end up closing a complaint even though it is not yet resolved. How would you feel if such a complaint you raised is clo...

Customer Service is defined as " the assistance provided by a company to those people who buy or use its products or services. ". In the digital age we live in Customer Service goes much beyond how we greet and serve our customers. It also includes how and where we serve them. 1. Go to your customer No longer do customers have to come to you to buy a product or a service, technology enables us to go to the customer and provide them with the product or service they require. At the very least, its important to have a good technology platform both on the web and mobile where customers can get their service or product at the click of a button.  2. Provide services in a predictable standardized manner  From the colors used on the website/app to the navigation to each service, its important to be standardized and at the same time the company needs to be very predictable in how the service is delivered. This is where automation plays a big part, reducing human intervention in the pr...