960: SupportZebra: Provide a Unique Customer Service Experience to Your Customers with Daniel Viduya
Business is all about customers. As such, treating your customers right is critical. Unfortunately, some companies neglect to give importance to their customer support system, which damages their reputation and could ultimately lead to their downfall. On the other hand, companies that truly care for their customers and provide quality customer service can ensure a successful future.
Daniel Viduya is from SupportZebra, a customer service-focused call center based in the Philippines. With over 12 years of experience in the customer service industry, Daniel has a deep understanding of the challenges businesses face in providing exceptional customer experiences. Today, Daniel shares his thoughts on the importance of building a customer-centric culture, the value of empathy in customer service, and strategies for scaling a successful customer support team.
Quotes
"It’s exciting to discuss customer service because I've experienced both sides - as a customer and as a customer service representative." - Daniel Viduya
“Customer service is your free ticket and free marketing. If you treat your customers right, they will naturally get more customers for you.” - Daniel Viduya
“Life is really difficult. But it's perspective that helps you get through these things. It's the way you respond to things that helps you get through them.” - Daniel Viduya
Takeaways
01:58 Empathy and understanding the customer's perspective are crucial for providing exceptional customer service.
03:22 Treating customer service representatives with respect and care can foster a positive, customer-centric culture.
09:12 Scaling a successful customer support team requires a structured approach, such as implementing a help desk and CRM system.
11:26 Customer service should be viewed as an investment, not just an expense, as it can lead to increased customer loyalty and referrals.
19:21 Maintaining a positive mindset and responding to challenges with resilience can help individuals and businesses navigate the ups and downs of customer service.
Resources
Podcast: Play in new window | Download (Duration: 22:06 — 30.5MB) | Embed
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Filed in: Archive 4: 2020-2023 • Interview • Podcast
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