Karla Languasco

I work in the Customer Service Area since 2014 and identify myself with the type of customer who is not only looking for a solution to his problem but also expects to be heard and understood. The type of customer who appreciates that the agent is taking his/her time to explain the origin of the problem and provide one or more solutions in a customized manner instead of the typical phrase of: "we are working on your case". I believe that the client deserves and has the right to be informed, which also helps to establish realistic expectations. 

That, along with an honest empathy, concern, and a high sense of commitment on behalf of the agent, are the perfect combination to provide the best customer service experience. Also, immediate attention is vital to avoid future issues that may cause inconvenience to the client due to a lack of care from the first contact. 

Finally, I consider management support very important, especially to solve problems that are out of the jurisdiction of the agent and to prevent future inconveniences by listening to the opinion of the agents who are the ears and voice of the customer and the channel to reach to the management awareness.  

As a customer, I am one of those who prefer to pay more for a good customer service experience and who barely ever returns to a business where there was an unpleasant service, and I dare to say most people out there are like me. That is why I truly believe that good customer service experience is vital to the success and perdurability of a business.