This is including myself. See below what I did in the past. I am not proud of it but it is in my blood.
- Asked to talk to the manager when the storekeeper re-adjusted everything on the shelves (e.g. moved it 1 cm to the left) right after I touched it.
- Waved and left when the storekeeper did not seem to be friendly or get whatever I want in a flash.
- Hung up in desperation when the contact center of a pizza deliveries did not speak loud enough and did not raise her volume even after a couple of requests from me.
- Chose to buy from a store with better services and nicer management even it means higher prices.
- Cried and created a scene in one of a country's governmental office because the officers did not give me clear information and scolded at me when I asked for clarification.
Oh my "You-have-to-know-what-I-want" symptom is not an extreme case for Thais. I am telling you now.
Wait... Don't give up yet. I am here to tell you how to make me -- and your Thai clients -- happy, aint' I?
Now... This is what you can do to make sure your BPO/Call Center meets expectation:
1. Hiring the right personnels -- You need at lease one native Thai coordinating staff for your Thai account -- no matter if your clients can speak English or not.
2. Understanding Clients -- Make sure you and the client are talking about the same thing when discussing expectation. Confirm in writing. The Key performances should be measurable.
3. Reporting -- Keep in touch using meaningful performance reports and updates.
4. Being Proactive -- Follow up, Foresee things, Think ahead, Be Prepared
I will explain each task above in the next topics...
Meanwhile, please share good or bad experiences with your Thai clients with us. Thank you.
