He calls himself the Legend

As requested, Yin How's interview, the one where he made me read again and again :P


By APJ Corporate Communications

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Yin How Tan has been working with Dell’s customer care for 4 years and 8 months and has recently moved into a new role of standardizing processes for the region. He joined Dell as a call center agent working with ANZ customers before gradually getting involved in coaching agents on customer care as well as training new hirers with the right skills before they go on board. He has been leading the team supporting both ANZ pre- and post- calls and was the escalation contact point for the team in instances where customers want to speak to someone higher up within the Care organization.

An expert in all things to do with ensuring the customers get their orders on time, he was awarded the Customer Experience (CE) Legend award for December 2008. Here, he shares his thoughts on CE and why drives him on a daily basis.

What is the most challenging aspect of your job? What keeps you going?

The most challenging aspect of my job would be dealing with demanding customers, as well as making sure I keep all my customers happy at all times. I have come to realize continuous passion and patience are keys to delivering good CE. Receiving recognition from both internal and external customers fuels my passion and keeps me going.

What are some of the things you do to ensure your customers have a positive customer experience?

Walk the talk, and focus on building a long-term relationship instead of short term one with your customers. Remember to go the extra mile as this is very important in the service industry to cultivate the trust and confidence of our customers. Customers should be able to believe Dell is providing the best quality services and products to them, all the time, every time.

Can you share with us how the recent BPI projects you worked on help to improve CE?

In call centre environment, the most critical part would be ensuring the speed of the resolution while delivering an awesome customer experience. All my projects are based on improving these two areas.

As a start, teams must be aligned and processes, standardized, especially in terms of skills and knowledge among the care specialists. This is why I came up with a new hire training manual as part of my yellow belt project 4 years ago. Another project consolidated 10 manual excel reports onto a single automated tool to help care specialists improve their call handling time. It also strengthened backend support to the frontline, reducing the frontline’s workload and time spent on case follow ups. As a result, more time could be spent understanding and helping customers resolve issues swiftly.

Why is CE more important now when the economic climate is challenging?

I must agree that this year’s economic recession is one of the worst that I have come across in a long time but we should view it as an opportunity for Dell to grow even stronger. People are now thinking twice before spending money. If Dell continues delivering the best CE especially during this period, I am very confident that customers will appreciate this and become loyal customers for years to come. Build a stronger relationship with the customer during this period and it will pay back in a matter of time.

What advice do you have for colleagues on the topic of CE?

Continue delivering good CE and position Dell and ourselves as #1 in the PC market. Most importantly, whatever you do, it must come with passion from your heart.