The Passion Within…

By: Tracy Scribner, Customer Service Manager

headsetThroughout my life, I have been told by various mentors, in order to do your best work you must pull your energy, drive or passion “from within.”  The best dancers, athletes and business professionals all draw on something internally to produce the results for their audience or customers. So naturally, our company makes every effort to generate passion and dedication from within our teams in order to provide the best customer experience.  We do this by selecting the right people and implementing the best standards.

So, how have we earned a reputation for providing stellar customer service? Simple. We hire agents that have a genuine interest in the web hosting industry. It’s always easier to speak about something you care about. You can’t deliver solid information to customers without passion for the topic.

Moreover, we look for representatives who naturally enjoy helping others. Our representatives have a strong need to interact with people. You can’t demonstrate true passion unless helping others is part of your natural fiber.

We also look for character.  We’re pretty sure you don’t like to be read to, so we avoid scripting, which draws our agents’ personalities to the forefront. Canned responses are a plague on customer service departments.  How can you lighten a customer’s mood when you sound and act like an unsympathetic android? You can’t. So we hire as much for personality as we do ability.

Next, we train and measure these agents on quality.  It’s important they’re able to put themselves in your shoes – to really understand the problem so you can tackle it as a team. Representatives are measured on quality, not quantity. Their job is not to worry about call times, hold times, or making quotas. Our floor leaders manage those responsibilities. Our representatives are trained to give their complete attention to you, the customer.

Lastly, our agents are focused on delivering one-contact resolutions, because being tossed around from department to department or having to call repeatedly for the same issue is about as fun as a root canal. We love talking to you, but we want to avoid the need for any unnecessary future callbacks or unpleasant surprises, which is why our agents are thorough in their assessment of the issue – many times we’re able to uncover things customers may not have even been aware of. Simply said, one-contact resolution is a way of life here. A win-win for everyone involved.

At the end of the day, our representatives draw from within by working harder, delivering more passion in their performance and being empowered to make a difference in how our customers perceive our services even during the most stressful of moments.

We’ve all interacted with agents at some point. Customer service can make or break a company’s reputation, which begs the question: what defines outstanding customer service for you? List it below in the comments if you would…

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