Improving Customer Care By Adapting To Real-Life Experiences


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customer care

They say that in order to understand the beliefs and behavior of others, we have to put ourselves in their shoes. That way, we can see the world based on their perspectives.

The same holds true in doing business. Thinking like a true entrepreneur or businessman matters a lot in decision-making. Analyzing data and trends help us come up with better decisions. But sometimes, we get so engulfed with too much data and overwhelmed with our tasks at hand that we tend to overlook our weak points. But what is invisible to us can be visible to a customer who has the first-hand experience in using our products or availing our services.

But aren’t we all consumers first before we started our business? And we all continue to be. This is why integrating our real-life experiences as consumers in the way we think about our products and services can make all the difference.

Open your eyes first then your mind

Let’s take this as an example: When you are managing a business, chances are high that you get to travel a lot in different locations and for various purposes. Because you are a consumer of air transport services, you may probably notice the strengths and weaknesses of different airline companies. Do they have poor customer service? How do they handle moments of distress? Do their staff treat passengers well? These are the most obvious things that you can immediately observe each time you travel because sometimes, you can experience it yourself.

Now, try to open your eyes and look at things a little differently. Re-angle your point of view even a little. If they have poor customer service, what do you think is the root cause of the problem? Is it because they have poorly selected their staff? Are there any management issues? Do they lack training?

After you’ve listed all the possibilities, it is time to open your mind. Dig for the best solution for each problem. How should they select their staff that passengers would love? How can they manage or train their staff in order to make them more effective in doing their job? How can they improve their services to make traveling more friendly and less stressful to their passengers?

You see, it is only when you open both your eyes and mind can you see the real problem. It is only when you immerse yourself in the actual situation can you find the real solution.

Improving your products and services while keeping your customers in mind shows them that you strive to give them the best possible experience. In a world where customer experience continues to become a key differentiator, enhancing your customer care efforts will give you a competitive advantage.

Keep in mind that improving your customers’ experience through excellent products or services also benefits your business in the long-term.

The common ground

You can try your products or avail your own services and see if it lacks anything. However, your customers may have different opinions regarding their experience.

In that case, conducting a market research survey is your best option. Through the feedback from your customers, you’ll be able to determine — based on their real-life experience on using your products or services — your business strengths and weaknesses. Analyze the common ground between that feedback then think of the solution that will work for you and your customers.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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