Contact Center Employees Who Go The Extra Mile

It takes more than just a “friendly smile” or a pleasant demeanor to deliver superior customer service. They are important for sure, but where the rubber really meets the road, where good service is distinct from excellent service, is the willingness to go the extra mile and to invest time and energy in really helping customers.

So many of our team members do that with every call they take and with every personal interaction they have. It’s that type of dedication, that desire to do just a little more that makes so many of our customers truly happy with the service we have provided.

Here are just a few examples of how our team members are delivering “extra mile” type of service – externally AND internally:

CHS

A customer recently gave kudos to CHS team member, Nathaniel McTier, on the NPS survey: “He was truly an amazing salesperson! There was no pressure. He just gave the facts and was very friendly. Nathaniel took the time to chat a bit and we even exchanged a few laughs. It’s so nice to deal with people like him. Excellent customer service!!”

Theresa Anderson – Collins in CHS took a call recently from an irate customer who demanded to speak to a supervisor. Unfortunately, the call was dropped before a supervisor got to it. Instead of leaving the customer to call back even angrier than she already was, Theresa called her and apologized for the dropped call. The customer was so happy that Theresa had called her back to address her needs, she apologized for how she had spoken to Theresa previously. Theresa went forward with the call, taking care of the customer and providing the best possible service. Her efforts ultimately resulted in keeping the customer’s business and changing her attitude about our company!

DES

A customer for OH2 recently called in to sing the praises of Eric Slayton in DES saying that while he assisted her in something that was very simple, she had called in four times earlier and no one could help her or the phone lines kept dropping the call. She stated the Eric was enthusiastic, easy to understand, and went out of his way to make sure that her issue was taken care of.

DES team member Mark Goins provided gold star level service when he took a call from a customer who had been using OH318’s service for 25 years! She was so impressed with Mark that she called back to say that in all of her years as a loyal customer of OH318, she had never talked with someone who was as calm and logical as Mark. She went on to say how much she appreciated his time and thought he was a “really great guy!”

DER

According to his Supervisor, Thomas Brown, DER team member Tagon Hunter has been an exemplary example of a committed employee. “Tagon made the conscious choice to be the top agent with the most transfers to our Movers Program. “ Thomas shared that one day Tagon told him that the #1 spot was going to be his and soon it was! Tagon increased his Movers Program transfers by 851%, demonstrating a real commitment to our customers, to his job, his team, and his journey at Direct Energy!

Since joining DER in January 2014, Harry Martin has been the ideal team player. He has been called “the glue to his team, keeping them all together!” DER Supervisor, Susan Vie, says: “He is a bright and positive individual who brightens everyone’s day with just a smile. He personally interacts with all of his customers as well as his coworkers. He constantly goes out his way to tell everyone hello and give a smile.”