![]() You never seem to be “on the clock”, however long it takes to answer my query. “Every time I call you guys, I am always greeted warmly by a friendly voice. His commitment to resolving the customer’s issue without pressuring them to hurry was clearly appreciated. (Hopefully, you read that in a Yoda voice in your head.) Michael earned this feedback thanks to his trademark combination of friendliness and patience in his interactions. I realize we are a small organization and only purchased one big item from your company but the service we have received thus far has been phenomenal. It’s nice to have a customer service experience with a company that treats you like you know what you’re talking about and like you are worth something. This customer experience was absolutely different. ![]() “Just wanted to say that it was a pleasure! I’m so used to dealing with big businesses like cell phone companies or internet companies who say they have excellent customer service but actually treat you the opposite. This customer feedback calls out the commitment we build into every agent to treat every customer, regardless of the size of their spend, with respect. For that, we want to thank Rodrigo and acknowledge a job well done!” R-E-S-P-E-C-T It was as if he had been part of our team for years – he knew exactly what questions to ask and what routes to take to guide us successfully. Rodrigo was immediately part of the team. When I reached out to Rodrigo, he jumped in and helped us find a solution that satisfied the customer and helped us advocate for our customer. While the issue wasn’t the most complex, it was one that could have caused business interruption, which made it highly visible. “I want to take a moment to recognize Rodrigo for his tremendous support on a recent issue we faced with our customer. In this scenario, Rodrigo’s expertise and attitude let him slide right into the team dynamic and contribute to the win – like Fred Van Fleet coming off the bench in the second half. Our mission as an outsourcer is to be a seamless extension of our client’s team. Well done, Megan!” Teamwork Makes the Dream Work So, this really means more than you could have known. And I just had a minor surgery and so baking cupcakes this year was not in the cards for us. My daughter is having difficulty with making solid friendships in school and not having cupcakes tomorrow would just make things harder for her. Thank you so much for this kind and considerate response to my situation. In this customer’s case, the problem of her missing cupcakes went far deeper than you would assume on the surface. Simply put, you never know what small thing may have been the last straw for the customer. We focus our soft skills training on assessing each individual issue from the customer’s perspective. Megan received these kudos from a customer of our eCommerce grocery retail client. All I know is… my issue is gone.” Never Underestimate the Importance of Cupcakes He came strutting through the mist, like a gazelle, so majestic and mystical. We can only guess at what our agent William did to deserve such glowing (and hilarious) praise, but we’re sure his creative communication, speedy problem-solving, and on-point empathy did the trick.
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