Customer experiences are only as great as the associates behind them. Today's associates are expected to deliver frictionless, personalized experiences – across multiple channels, more quickly than ever, and increasing while working from home. And they're rising to the challenge.
This Customer Service Week (Oct. 3-7) we honor the people on the frontlines, the associates who get customers the information and answers they need, resolve their problems, and deliver the types of experiences that help generate brand loyalty.
Celebrating CX starts with people
So much goes into a great customer experience: expertise and efficiency of course, but also empathy, patience, and a genuine desire to put a smile on customers' faces. We asked TTEC associates to share some memorable recent on-the-job moments and repeatedly heard that their main motivation is making customers happy.
“It was the customer's birthday and she had just lost her spouse,” said Kenitra B., a TTEC associate who helps Medicare enrollees. “I not only went above and beyond to cater to her needs but I became her friend, guiding her through what [the insurance company] has to offer and following up with her after enrolling her to make sure she had everything she needed as far as prescription refills, the primary care physician she wanted, and also [to make sure] she had her first appointment made.”
Barton added: “The customer's happiness – that in itself is all I ever need.”
Associate Heather H. recalled a time when she helped a customer who wanted to fix an incorrect spending summary that was appearing on her health insurance account.
“I got personally involved with [the necessary] escalation team and specialists to get her online account issues resolved,” she said. “We were not only able to fix her online account but find a bigger issue on the back end that has been causing the member issues for months.”
Said Henry, “Recognition from the customer that her issue was resolved was recognition enough for me.”
Great service takes a great team
This week TTEC employees are also taking some time to shine the spotlight on their teammates and colleagues.
Speaking about her team lead Chastian C., associate Shanique A. had this to say: “Chastian is the definition of a great supervisor! She is more than just that; she is my work mom. She is always so positive, welcoming, and understanding. She does all she can do to make sure that her team knows they are appreciated. I couldn't ask for a better team lead.”
Connie D. praised Barbie Q. by saying, “Barbie reaches for amazing every day. She finds innovative ways to launch new healthcare clients with seasoned professionals to set us up for immediate success.”
Celebrating our CX heroes
At TTEC, we know how crucial a role our global team of associates plays. We appreciate them year-round but have some special things planned throughout Customer Service Week.
Some things we're doing this week include:
Ringing the bell for a job well done: Whenever an associate receives kudos from a customer, a team lead or supervisor will ring a bell on-site. Work-from-home associates will get a special shoutout from supervisors in their team chat.
Building a virtual Wall of Wow: Employees are encouraged to share their customer service success stories among our global workforce.
Focusing on health and wellness: Employees are invited to chair yoga sessions.
Delivering sweet treats: Associates will enjoy complimentary snacks, at “treat spots” on-site and with various options for remote workers.
Great customer experiences wouldn't happen without the hard work of dedicated associates. To everyone who strives each day to make customers happy, thank you!
Interested in joining the TTEC team? Check out available opportunities at TTECjobs.com