A younger Michael Harper might not have imagined that recommendation he acquired in his youth, would, many years later, be a guideline in his strategy to customer support supply at present.
Harper vividly remembers how his father, Safety Guard Michael Harper Snr, would encourage him and his brother Andre, to ‘give up taking it private’
The lesson was meant to maintain them out of fights with different youngsters, whereas each had been enrolled on the Kingston 11-based St Peter Claver Major College.
Michael Harper in dialogue with Operation Supervisor Kaydene Brown. (Images: Contributed)
‘My brother and I had been offended little ‘birds’, he advisedLoop Information.
‘We had been explosive as youngsters’, Michael recalled, admitting that they’d get into altercations with different youngsters.
Throughout one such incident, their father visited the college to defuse the scenario and, in doing so, serendipitously shared phrases of knowledge that may in the end form his outlook on life.
‘He advised us, ‘You possibly can’t undergo life getting offended at the whole lot. He who angers you, controls you.’
‘Sure issues he taught us have stored us alive and with the ability to stay composed, even within the face of disrespect. There are numerous occasions folks see me going about my enterprise and attempt to provoke me and I simply hold my head straight. There’s numerous issues he taught us about character growth,’ he stated, including that rising up within the Waltham Park Highway group was a gateway to vile experiences.
As a member help agent with The Jamaica Nationwide Group, Harper applies that very same precept of sustaining composure in his work, coping with clients with endurance and professionalism.
‘I nonetheless don’t react to most issues, even when clients [get upset]. I simply say, ‘I nonetheless need to allow you to, and I want you to assist me that can assist you.’ That’s considered one of my methods to de-escalate any buyer,’ he defined.
The Camperdown Excessive alum, who’s labored at three BPO entities earlier than becoming a member of The Jamaica Nationwide Group, additionally famous that his dedication to excellence in customer support additionally stems from his personal encounters with poor service.
‘The rationale I all the time attempt to offer good customer support is due to my experiences with unhealthy customer support. I’ve had encounters the place I believed, ‘These people ought to by no means have been employed.’
A buyer, who requested anonymity, shared how impressed he was with Harper’s glorious customer support supply, lately prolonged to his mom.
He said that his mom required help with creating an internet banking account and that sought out Harper for help.
‘Trusting her instincts, she determined to hunt his assist one night as he was making his manner dwelling after 9 pm. What adopted was nothing in need of extraordinary. Mr Harper not solely walked her by way of the steps to arrange her account but in addition prolonged his assist to 2 of her buddies who joined later. It was virtually 10 pm, but he patiently guided them by way of the method, defined account sorts, loans, mortgages, and even supplied directions for worldwide wire transfers,’ he disclosed.
‘Staff like him usually are not solely belongings to JN but in addition to the broader group,’ he maintained.
Harper, who has been working with The Jamaica Nationwide Group for simply over a yr, shared that he selected customer support as a result of he is enthusiastic about serving to others.
‘I truly like determining points for folks. I like to unravel issues to ease their stress. Something to assist folks, that’s my pleasure.’
He identified that whereas he treats all clients with respect, he pays particular consideration to senior residents, partly as a result of his cherished relationship together with his grandmothers.
JN Financial institution Buyer Expertise and Service Restoration Supervisor Sanya Hamilton-Blake recommended Harper for his willingness to go above and past in attending to clients, stating that he exemplifies the excessive requirements of customer support that the corporate upholds.
‘His exemplary dedication to aiding clients actually units him aside. He goes the additional mile to make sure that each buyer receives the help they want, approaching every interplay with a real willingness to assist. His dedication enhances the shopper expertise and displays the core values of outstanding service. We’re proud to have him as part of our staff.’
‘We place a robust emphasis on delivering glorious customer support at JN as a result of we recognise that each engagement with our clients is necessary. Every expertise shapes their notion of our model, and we’re dedicated to making sure that each second is constructive and displays our dedication to their wants,’ she identified.
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