Thais are Born Service-Minded

Thai people are born service-minded. And this is why we are expecting the same from service providers. A wrong move from not even you, but your lowest level staff, will trigger the tantrum.

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.