Danny Lopez Suan Jr.

I am a professional customer service agent with 10 years of experience working on a different field of industry. I was able to experienced different types of situations wherein excellent customer service is a must. I engage myself into different training when I got myself employed in BPO industry. It developed my skills and able fill in all the rooms for improvement. It also developed my technical, communication, active listening, negotiation skills and other skills that required for delivering excellent customer service. I have a total experience of three years and four months working in BPO industry as a customer service representative. I've been through a lot of situations that measures my professionalism, specially irate customer.

The technique that is called LEAR, the one that always work for me.

The "L" represents for Listen First, by listening to the customer first. I can able to know what happened, what went wrong, what the customer want, what the customer doesn't want. In that way I can able to know what are the things that needs to be done, the line of questioning to narrow down to the right resolution, and the exact resolution to satisfy the customer. Most likely irate callers, were unsatisfied customers that needs special attention and wanted to feel someone is with them for the right and exact resolution.

The "E" represents for Empathy, by making the customer feel that you understand the situation, that you are there to help them out and by doing something for the resolution. Apologize when it is necessary.

The "A" represents for Assurance, providing strong assurance to the customer that can make them at ease and can make them feel comfortable that they've reach the right person for their problem. Letting them know that you're with them until the last part of the process.

The "R" represents for Resolution, by providing the best and exact resolution to the customer as fast as possible, it can make the best and excellent customer service.

I loved this type of profession because it can developed my skills and it gives me experiences for continues learning by connecting to the people around the globe with different personalities and different culture. It can also help customers without affecting their daily routine to save time and effort going to the local office. It can also help the company by making the customer stay and getting new customer because of the excellent customer service of the company either face-to-face or over-the-phone..