Each week, Unexpected Journey invites top professionals to share work wisdom, life lessons about their careers, and what they have learned about human experience in the workplace.
This week we are joined by WIktor Doktór, CEO of Pro Progressio, an organization focused on supporting the outsourcing and modern business services industry.
In this episode, we discuss the following:
🔵 The importance of understanding the client and their needs. In customer service departments, scripts are often used to guide interactions, which can lead to a lack of focus on the client’s actual needs. Wiktor believes that to provide an excellent customer experience, it's crucial to listen to the client and engage in a more personalized conversation.
🔵 In addition to personalized communication, Wiktor emphasizes the importance of being proactive and anticipating the client’s needs. By offering proactive solutions and anticipating potential issues, businesses can prevent problems before they arise and create a more seamless customer experience.
🔵 Another critical aspect of customer experience that Wiktor highlights are the need for transparency. In today's digital age, it's easier than ever for customers to research and compare products and services, and they expect a high level of transparency from businesses. Companies can build trust and establish long-term relationships with their clients by being upfront and honest about the products or services offered.
Wiktor Doktór’s Bio
As the CEO of Pro Progressio, an organization focused on supporting the outsourcing and modern business services industry, Wiktor Doctór has a wealth of experience in the field. With a background in banking and a diverse range of roles, including customer care, billing/collections, and telesales, Wiktor has a unique perspective on the importance of customer experience.
In the 1990s, when Wiktor first started working in banking, his role involved supporting the director of the bank as the only person in the organization who spoke English. This early exposure to customer relations and language skills set the stage for his future career in the industry.
Noteworthy quotes from this episode
🔵 "I believe that we should listen more than just talk. More listening than talking, more observing, and more finding out the real needs of the people in these companies."
🔵 "More understanding and more going outside of a script...it is not enough to have a perfect script to follow. Sometimes it is good to ask a human to human question and to find out where you are, what do you really need? How can I help you? But not as a phrase from the script, as a question from a real human.”
Connect with Wiktor Doktór
➡️ LinkedIn: / wiktordoktor
➡️ Twitter: / @drwiktor
➡️ Instagram Personal: / wiktordoktor
➡️ YouTube: wiktor doktór
➡️ Additional Important Links:
https://www.spreaker.com/show/good-mo...
https://open.spotify.com/show/77cC2ua...
https://klub.proprogressio.pl/en
Connect with Anne Bibb
Anne Bibb is the Founder and CEO of Remote Evolution, a consulting and advisory firm. Over the years, Anne and her company have helped create tens of thousands of jobs using impact sourcing. They have helped companies move to more than 30 countries and assisted with remote change management, customer experience, and employee experience improvement.
➡️ YouTube: / @annebibb
➡️ Instagram: / annebibb
➡️ Twitter: / annebibb
➡️ Personal LinkedIn: / annebibb
➡️ Company LinkedIn: / remote-evolution
➡️ Speaker Website: https://www.annebibb.com/
➡️ Consulting Website: https://www.remoteevolution.com/
We will see you next week on Unexpected Journey!
Featuring Wiktor Dokotór! Customer Experience Matters
#bss #bpo #outsourcing #business #businesssolutions #businessstrategies #annebibb #unexpectedjourneypodcast #wiktordoktór @wiktordoktór #customer_service #human_experience #Understanding_Customer_Needs #importance_of-understanding_clients
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