Customer service (CS) and customer experience (CX) professionals are designated brand advocates, as first points of contact. At the end of a typical CX interaction, a customer will be left with a feeling. Going forward, this will, most likely, be the feeling they would attribute to the brand. Creating positive sentiments about the brand and maintaining it are big opportunity areas. Such customer interactions can lead to loyal customers, positive word-of-mouth, and even business growth.

The rise of customer service jobs in the Philippines has been a noteworthy trend over the past two decades. The Philippines has emerged as a key player in the global customer service and business process outsourcing (BPO) industry. This growth is driven by a combination of factors, including the globalization of businesses, strategic advantages, cost efficiencies, and government support.

Customer service is an industry that relies heavily on the emotional quotient (EQ) to deliver effective results. For customer service representatives, knowledge of the process and the brand is a definite must. However, EQ is of greater importance because it defines the way this knowledge is packaged to help customers. EQ is the human ability to recognize emotions, label them appropriately, and use this information to guide thoughts or actions.

Handling customer complaints effectively is crucial for any business aiming to build trust and maintain a loyal customer base. Complaints, when appropriately managed, provide valuable insights into improving products and services, enhancing overall customer experience.