Filipinos are known to be friendly and hospitable. Hence, the customer service industry thrives. There are a lot of offices that cater to Western clients from the United States and Canada. You should not be surprised to find an Australian BPO company in the Philippines. Representatives from this country offer their best traits to customers from around the world. They are always there to serve with patience, and maybe you can even engage in a fun conversation.
This is a contributed post and do not necessarily reflect the opinions of Meet The Harris Family.
Even if many are required to work during nighttime, they will not sacrifice the quality of their work. They will try their best to fight off sleepiness. You might be listening to someone who sounds jolly and perky, but behind the scenes, that person might have coffee beside them or doing little exercises to keep themselves awake.
It is often talked about, but there are Filipino traits and habits that lend well to the BPO industry. Here are some of them:
Taking Things in Stride
You always hear reports about Filipinos being the happiest people in the world. No matter what problems they face, they still keep the smiles on their faces. This is a virtue that many can learn from. Sadness and anger can come from uncontrollable factors, so why not smile through it all and focus on the things you can solve?
When you work in customer service, having the right attitude is important. Although you may not be facing the person you are talking to, the tone of your voice can reflect your mood. Just know that these customers are also facing problems and turning to you for help. Focus on this and be positive, and you will be on your way to helping them out the best way you can.
Sociable
Another report that you always hear is about Filipinos’ social media presence. Every year, they top the surveys of the countries that have the highest users of social media websites such as Facebook and Twitter. This is evidence of how sociable they are. They can always find a way to connect with other people. When you are serving customers, this is important.
Building a connection also builds trust. You can start with small talk. When you feel them more receptive to you, this will give you confidence even in the most challenging scenarios. If the person on the other line trusts you, you can deliver bad news to them more comfortably because you know that they somehow treasure the bond that you have created.
Resourceful
Being an archipelago, the Philippines is surrounded by a lot of water. This partly influences its cuisine. Dishes that feature seafood are plenty. But do not be surprised to see food that features chicken or pig parts that you don’t often see in cooking. Do not be surprised to see food that has chicken intestines, pig ears, or liver. No part is wasted due to the scarcity of the animal or because of economic challenges. This is resourcefulness brought about by culture and socio-economic factors.
When you are helping a customer, sometimes you need to rely on your wits. Your leaders or support team are not always there, so you have to find ways to solve your problem. This will enable you to learn new stuff, and you will be less dependent on others as a result.
These are Filipino traits that can also be used in areas outside customer service. Skills can be acquired through training, but virtues like these are amazing gifts.
