August 10, 2016
Caring Culture Connects
Filed under: WooHoo! Crew
“There’s a strong desire for cohesiveness. We share the same goals. We love our families and our company, and we want to do right by both.”
Cynthia | Agent Since 2014
Specialist in sales, customer care and escalated service calls for consumer and retail.
Lean into the Call
Cynthia had worked for contact centers for several years, but “did not feel the connection.” So, she searched for another. “I heard good things about Working Solutions and decided to give them a try.”
After waiting to get on a program, Cynthia started with a retail client, where she’s worked since 2014. There, Cynthia handles sales, customer care and escalated service calls.
Her philosophy: Do whatever she can to resolve customers’ problems with empathy and goodwill.
“Because we can’t see them and they can only hear us, I keep a mirror on my desk to make sure I’m smiling—so they know I’m leaning into the call.”
Today, Cynthia feels the connection. “The constant company updates make you feel part of the team, even though we’re separated geographically.”
She understands the importance of leaders setting the right tone. She believes company founder, Kim Houlne, injects her caring and passion as a mom and business woman into its operations.
“There’s a strong desire for cohesiveness. We share the same goals: We love our families and our company and we want to do right by both.”
Have Shoes, Will Cruise
The email came Thursday night: The customer’s shoes didn’t arrive as promised. Right zip code, wrong street address. Easy enough to fix—normally.
Cynthia, the agent handling the issue, replied with the steps she would take to resolve the situation. To which the customer responded: “Hurry. I’m leaving on a cruise this Saturday at 3 p.m.”
Friday, still no shoes. So instead of working her normal Saturday afternoon shift, Cynthia started early that morning.
By then, the customer had sent a third email: “I know it’s a lost cause because it’s Saturday and the post office will be closed. I guess I just won’t get the shoes.”
Undaunted, Cynthia called the customer’s local post office anyway. Luckily, someone picked up. The package was still there.
“I wanted this one thing to go well for her,” said Cynthia. “I wanted to give her a smile. So I kept working for her.”
Cynthia got back to the customer with a contact name, service window and timeframe to pick up her shoes.
“I don’t know how you did it,” the customer replied, “but I have my shoes and I’m looking forward to a wonderful vacation cruise.”
“I keep a mirror on my desk to make sure I’m smiling—so customers know I’m leaning into the call.”