Listening to Customers
10 Aug 2016
listeningtocustomers

Mekkel likes the Working Solutions culture, saying, “Everyone is so friendly and upbeat, and will go out of their way to help you. I love the management team and the training.”

 

Mekkel | Agent since 2013
Resource leader with eight years of experience in the communications industry.

 

Listen More, Stress Less

Before joining Working Solutions in 2013, Mekkel had worked five years with another contact center provider in the communications industry.

With strong sales and customer care experience, she became a resource leader doing similar work at Working Solutions. Her studies in crisis and stress management come in handy when dealing with the needs of customers and agents serving them.

“You have to really listen to customers before jumping in to solve their problems,” Mekkel believes. “And then treat them better than they may be treating you.

“If they’re upset, let them vent. They need to get their anger out before they can hear anything you have to say.”

Mekkel sees many benefits to her job: flexible hours, less time getting ready and on the road, savings on gas and dry cleaning, and lunch is always available.

She particularly likes the Working Solutions culture. “Everyone is so friendly and upbeat, and will go out of their way to help you. I love the management team and the training—which the company pays for.”

“You have to really listen to customers before jumping in to solve their problems.” – Mekkel, agent since 2013

 

Keeping It Simple

It was the little old lady who called at midnight. That’s how Working Solutions agent Mekkel recalls it.

Smartphones had recently come out—and in those days, cellular reception was spotty. “Not only did she not know how to use her new phone, but she couldn’t because of bad reception,” said Mekkel.

The customer wanted to return it, but was past the deadline for doing so. Mekkel knew one of the client’s internal departments could help, but it was closed. So, she made an appointment for the customer to talk to a particular agent during normal business hours.

“All the customer needed was a regular phone. We made it happen and she was ecstatic,” Mekkel said.

“Sometimes, you just have to know the right person.”

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