I received a lot of feedback on Twitter about my last post regarding “Mary”, the Rep who realized she had lost her “shine”. I realized there are so many other great Customer-focused Representatives who never get kudos outside of their work area or unfortunately never at all.
Some time ago, I attended an end of the year “awards” program one of my clients held at their call center. Many awards were given out to Reps who had met certain metrics or overall goals. When my client asked for some great stories to share about a time when they felt that they had created a great experience for a Customer the room fell silent. No one wanted to “toot” their own horn. One person finally stood up and said she wanted everyone to know what “Sally” (the Rep sitting next to her) had done to help a customer.
It seems that a call had come in from an elderly lady who was concerned that somehow her “utility” service had been cut off. Perhaps a bill hadn’t been paid, she said. The Customer asked if the Sally could read the bill information to her as she was almost blind and couldn’t see everything.
Sally took care of her request and then told the Customer that in order for her service to be turned on, she (the customer) would have to go outside, find the system and check/enable something prior to the Technician coming out. Sally asked if the woman had a neighbor or relative who could assist her. The woman replied that her neighbors worked odd hours and weren’t home. Her family all lived out of the area.
Sally assured her that she would look for other solutions and call back. She scheduled the woman for the “service” to be turned back on and noted the problem with the Customer’s vision in her record. It appeared the Technician would be out later that day but the Customer “check” outside was still an issue needing to be resolved.
Sally looked at the woman’s address again and discovered that the Customer lived close by. When her early shift was over, Sally decided to drive there and see if the woman needed help. Upon arrival, she found that the Customer’s service was back on. The Technician had read the service note Sally had recorded and took care of what the Customer was supposed to do. The woman was almost in tears as she thanked Sally and told her how much she appreciated her coming to check whether she needed help. She added that the Technician was so friendly and helpful too.
….The Reps burst into applause. Sally just smiled.
Later, the Manager told me that Sally had said: “It’s my job to make sure every Customer is well taken care of. If I hadn’t gone there or if the Technician hadn’t helped her, who would have? It was the right thing to do”
Reps can’t always go to Customer’s homes to help, but they can learn other ways to go “above and beyond” if management encourages and trains them to think that way.
Filed under: Call Center, Call Skills, Contact Center, Customer Experience, Customer Service, Customer Service Skills, Empathy | Tagged: Call centre, customer experience, Customer Management, Customer Service, Customer service skills, Empathy, lagniappe | 2 Comments »