MONTREAL, QC, September 10, 2013 /24-7PressRelease/
-- Les Entreprises BPEC Inc. CEO Bobby Skotidakis
realizes that his company's focus on providing excellent customer service has had a major hand in its becoming the second largest company of its kind in its area. For any business - and for service providing businesses especially - customer service is a key element of success. Even struggling businesses can have loyal clients when they provide excellent service. Likewise, the most efficient business with the highest quality products can create their own bad name by skimping on customer service quality.
But as a recent article from Business Day
points out, the necessities of customer service have changed greatly just in recent years thanks to the rise of modern technology. Today, customer service means more than simply having a dedicated call center, ready to field questions. Many businesses also now employ automated do-it-yourself services for customers to seek their own answers or the resolutions to their problems without ever talking to a live human being within the company if they do not want to.
"Not too long ago, it seems, people complained more about automated calls and machines taking the place of human interaction in customer service," remarks CEO Bobby Skotidakis on the matter. "Now, though, everyone has computers and smart phones, and is more comfortable with technology. I know people who actually prefer doing everything with the automated services rather than deal with other people that they've never met before."
At the same time, according to the article, there are just as many people who would still prefer to bring their complaints or issues to a real employee rather than deal with automated customer services, whatever conveniences they may offer. This leads to the need for companies to strike a balance between assisting their customers and allowing customers to assist themselves.
"Nothing can completely replace real person-to-person interaction in the customer service department," explains Bobby Skotidakis. "Machines can't do what my team can when it comes to customer service. They could maybe provide basic assistance if that's all the customer needed, but in a lot of cases, customers need something that only a trained professional can provide."
The article agrees, explaining that many customers who start out talking to automated call programs still end up needing the services of a live customer service agent. This option, says the article, should always be available to the customer who needs it. At the same time, the live agent should offer more than the automated program. This means less of a focus on redirecting phone calls and collecting basic customer information - things a machine could do easily - and a stronger focus on providing personalized, comprehensive service.
"In the end," says Bobby Skotidakis, "the important thing is to give customers choices on how they obtain the help that they need, then making sure that all of those choices utilize their advantages efficiently."
learned the value of customer service through his management and leadership of Les Entreprises BPEC Inc., a Quebec-based biofuels company that services both local restaurants and local fuel industries. The company travels to area restaurants to collect their waste cooking oil, which it then converts into useful biofuels, such as biodiesel for the agricultural and transportation industries. Skotidakis ensures that Les Entreprises BPEC is always able to provide excellent customer service on both of these fronts through emergency services, weekly travel schedules, and 24 hour availability. This has made the company the second largest and most successful of its kind in the entire Quebec area.