Philippines Call Center Norm CCAPBy beau On July 28, 2009 Under Philippines call center news
I just got done talking with a friend that owns a call center here and he talked about the CCAP seminar which he said was really good! He talked about the VP of etelecare and how he said the Philippines was very different from the States but they can still be trained on how to change there culture.
Here are some of his stories that he talked about in his seminar about Philippines call centers.
First he was walking into a mall here in the Philippines and when you are going to a mall the have guard office pat you down to make sure that you don’t have any guns on you and he got up set about it because in the States there is no guards patting you down, you just walk right in no problems. So being upset that he got padded down be went back out to have a smoke to clam him down but then remembering that he is going to have to go through it all again no matter what. That’s the first one, here in the Philippines every one is already us est to guards at the mall from when they were born so that’s the Philippines norm.
He is looking for a store so he asks his wife to ask the guard were it is at and he say its straight and then take a left and there it is. So he goes straight and takes a left but its not there, so his wife ask another guard and he says not it’s down on the next floor, you go straight and then take a left. So they go to the next floor and they go straight and then go left but the same thing no store, so his wife asks another guard and he says no no it’s on the 3rd floor then you go straight and then go left. So the finally founds it but it took him all that long to find this place which made him up set which is not customer services, that’s the Philippines Norm, if you where in the States most times the person would tell you where it is and then most times say tell you what I have some free time how about I show you, now that is customer service.
He gets to the store and he is looking for a serge protector for his 42″ LCD TV because he heard that the Philippines power can go up and down and he wanted to protect his 3,000 dollar tv. So he walks into the store and there are 9 guys just standing around pretty much doing nothing, he looks at one of the sergue protectors which there are 50 different kinds and he points at one and one of the sales guys comes over to him and says that it’s the best one that they have and he asked why? The sales rep said because it has a five minute delay if the power ever surges or shuts off, he asked why is this five minute delay so important and the sales rep could only tell him that it had a five minute delay and the parts are made in Japan. So now he is not sure what to buy so he goes to a TV stop and he sees some thing like what he is looking for and he said, hey I need some thing like that and he asks them if it has a five minute delay and the sales rep did not have any idea about what he was talking about and said all I know this is what we used, it’s called Panther. So he goes back to the other shop and tells the sales rep I want a Panther that is the best one but the rep says we don’t sale Panther but this one I was telling you about is the best and he says tell you what, if you buy this I will come and install it for you. Now the VP of etelecare says now that is customer service!
So now the sales rep has installed this at his house to his TV and everything is good to go, DONE but he has no real way to test it out to see what happens? So he calls the build admin and ask them about his TV and surge protector to see if it would work, the build admin just laughed at him and said sir, the whole build is set up with back up generators and surge protectors so no matter what if the power every surged or system would cover it.
Here is his point on this one, the sales rep did not ask him enough question to figure out why he needed this surge protector. When you are dealing with sales or customer service you need to define what the customer is asking and how you can help them, the Philippines norm is just sale and you need to know about the products that you are selling.
The seminar end good and he said that you need to train your people well on how that the States acted and what they want, kind out what they are looking for and why they need the product they are selling.
Who every did this seminar from what it sounds like they did a very good job, I would love to meet them.
I hope I got the story right.
CCAP sounds like the real deal, I will be at the next one.