Way2Top

Yesterday, my brother who is working in a BPO industry, was providing support for a Windows XP customer. He started with his career only 2 months back. To get such a feedback from a customer is quite something..Am proud of my brother. The following feedback throws light on the life of an employee in BPO industry..

“”Hi XXXX,

I want to thank you again for your fabulous support this evening to successfully resolve the Network Connectivity that I was experiencing since I installed Windows XP Professional Service Pack 2 and the Data Source Object Exploits in the Windows Registry. I can honestly say your support exceeded my expectations in the following way:

1) It took approximately 1 hour to resolve the 1st Case Number that was opened with the Microsoft Help Desk. You were patient and helpful throughout the successful resolution of the problem.

2) I asked for your help to resolve a serious problem with Data Source Exploits of my Windows Registry which has been plaguing me for 6 months now. I had installed Spybot Search and Destroy which only temporarily removed these DSO Exploits until I rebooted my machine. This is where you exceeded my expectations. You advised me that to provide support to address this issue, a new case number would need to be opened to support this work. I expected you to transfer me back to the Help Desk where I would get a new case number and most likely a person other than yourself to support this request….and then you surprised me. You offered to open up a new case number yourself and politely asked if I would remain on the line while you completed this work. When you came back, you lead me through a very thorough and detailed process to back up the Windows Registry and then methodically lead me through the process of deleting and the file in each key of the registry that was being exploited, re-establishing a new file and modifying the hexadecimal character so it would not be exploited. We spent another hour completing this work. You waited patiently while I restarted my PC and ran Spybot once more to confirm that these DSO exploits were successfully removed. At one point in the call, we were somehow disconnected and you called me back. I was saved again…instead of having to start all over with a different technical support person…..YOU called back. Thank you XXXX!!!!

Anyone will tell you that the key to a successful company is how they treat their customers. Microsoft does not have the strongest reputation in the industry for quality customer support. It is people like you that can and do make a difference. You…yes YOU did that tonight.

Thank you for an EXCELLENT service experience!!!!!

XXXX
Minneapolis, Minnesota”