A young Michael Harper may not have imagined that advice he received in his youth, would, decades later, be a guiding principle in his approach to customer service delivery today.
Harper vividly remembers how his father, Security Guard Michael Harper Snr, would encourage him and his brother Andre, to ‘quit taking it personal’
The lesson was meant to keep them out of fights with other children, while both were enrolled at the Kingston 11-based St Peter Claver Primary School.
Michael Harper in discussion with Operation Supervisor Kaydene Brown. (Photos: Contributed)
‘My brother and I were angry little ‘birds’, he toldLoop News.
‘We were explosive as children’, Michael recalled, admitting that they would get into altercations with other children.
During one such incident, their father visited the school to defuse the situation and, in doing so, serendipitously shared words of wisdom that would ultimately shape his outlook on life.
‘He told us, ‘You can’t go through life getting angry at everything. He who angers you, controls you.’
‘Certain things he taught us have kept us alive and being able to remain composed, even in the face of disrespect. There are a lot of times people see me going about my business and try to provoke me and I just keep my head straight. There’s a lot of things he taught us about character development,’ he said, adding that growing up in the Waltham Park Road community was a gateway to vile experiences.
As a member support agent with The Jamaica National Group, Harper applies that same principle of maintaining composure in his work, dealing with customers with patience and professionalism.
‘I still don’t react to most things, even when customers [get upset]. I just say, ‘I still want to help you, and I need you to help me to help you.’ That’s one of my strategies to de-escalate any customer,’ he explained.
The Camperdown High alum, who’s worked at three BPO entities before joining The Jamaica National Group, also noted that his commitment to excellence in customer service also stems from his own encounters with poor service.
‘The reason I always strive to provide good customer service is because of my experiences with bad customer service. I’ve had encounters where I thought, ‘These individuals should never have been hired.’
A customer, who requested anonymity, shared how impressed he was with Harper’s excellent customer service delivery, recently extended to his mother.
He stated that his mother required assistance with creating an online banking account and that sought out Harper for support.
‘Trusting her instincts, she decided to seek his help one evening as he was making his way home after 9 pm. What followed was nothing short of extraordinary. Mr Harper not only walked her through the steps to set up her account but also extended his help to two of her friends who joined later. It was almost 10 pm, yet he patiently guided them through the process, explained account types, loans, mortgages, and even provided instructions for international wire transfers,’ he disclosed.
‘Employees like him are not only assets to JN but also to the broader community,’ he maintained.
Harper, who has been working with The Jamaica National Group for just over a year, shared that he chose customer service because he's passionate about helping others.
‘I actually like figuring out issues for people. I like to solve problems to ease their stress. Anything to help people, that’s my joy.’
He pointed out that while he treats all customers with respect, he pays special attention to senior citizens, partly due to his cherished relationship with his grandmothers.
JN Bank Customer Experience and Service Recovery Manager Sanya Hamilton-Blake commended Harper for his willingness to go above and beyond in attending to customers, stating that he exemplifies the high standards of customer service that the company upholds.
‘His exemplary commitment to assisting customers truly sets him apart. He goes the extra mile to ensure that every customer receives the support they need, approaching each interaction with a genuine willingness to help. His dedication enhances the customer experience and reflects the core values of exceptional service. We are proud to have him as a part of our team.’
‘We place a strong emphasis on delivering excellent customer service at JN because we recognise that every engagement with our customers is important. Each experience shapes their perception of our brand, and we are committed to ensuring that every moment is positive and reflects our dedication to their needs,’ she pointed out.
