How has technology changed over the years to enable better customer service?
Technological innovations over the years have allowed us to interact with our clients no matter where we are in the world. From virtual conference calls to step-by-step assistance provided through screen share, we can always be there to help them when they most need our assistance.
How have you exceeded our customer expectations?
When a customer requests a specific individual to help resolve an issue, it can be somewhat challenging to convince them that I can assist because they are working with another client. But I take personal responsibility for each call I receive, which exhibits my commitment to a higher level of customer care. I always take the initiative to resolve customer issues quickly. If that isn’t possible, I make sure that I connect them with the right person to handle their problem to avoid multiple transfers.
What’s one of your proudest customer service moments?
I enjoy guiding customers through system interfaces to help them accomplish tasks more quickly and efficiently. This activity allows both the customer and me to use the knowledge acquired over the years and personalize the customer service experience. One of my proudest moments is when I engage with a client personally while solving a problem for them. Customers are more likely to remember a service interaction if I’m enthusiastic and confident when helping them.