Providing GREAT Customer Experiences

There are good customer experiences and then there are GREAT customer experiences.

So what’s the difference? A good customer experience may give us a repeat customer. A GREAT customer experience however not only gives us a repeat customer but also open doors to their network of friends and family. In today’s world, where a customer can spread a message very quickly about how their experience was with a company, it’s more important than ever to provide a GREAT customer experience on every call we take.

But providing a GREAT customer experience doesn’t just happen. It comes from our team members demonstrating a real interest and concern in our customers and being personally engaged on every call.

Today we want to recognize just a few of our valued team members who are working hard every day to deliver the GREAT customer experience that we strive for at the Phoenix Contact Center.

Thanks for all you do!

DER

Jared Morgan on our DER team did a great job helping a customer sign up for their energy services recently. In fact, he provided such great service the customer decided to call back so they could tell Jared’s supervisor, Stephanie Smith, how easy he made the process and how friendly he was throughout the entire call.

DER team member Chris Leos was speaking with an elderly customer who really appreciated the time he took with her. When the customer would call companies, she would often have a hard time hearing the representative. That wasn’t the case with Chris though. According to the customer, Chris took great care with her, was very patient, and made sure she understood all of the information he was relaying to her.

DES

Pepper Garcia from DES had a UWIN call where the customer was asking a lot of tough questions when booking the appointment. Pepper was very knowledgeable throughout the call and answered all of the questions very professionally. When she was ready to finally book the appointment, the customer advised Pepper he was actually from Mr. Sparky in Sarasota and that he was training his team on how these calls should be handled. He was very impressed with Pepper and told her what a great job she did!

Phillip Ortiz on our DES team showed how it was done when he saved a call from cancellation for One Hour in Houston. The client did not want to pay the service fee so Phillip used his fee waiver, worked through the situation with the customer, and was able to convince them to keep their appointment. When the store heard what Phillip had done, they shared how grateful they were for his ability to save the appointment and gain them a satisfied customer.

CHS

CHS team member Charlette Morgan shows how to move mountains! She works on customer escalations and resolutions based on NPS scores and complaints and recently took on a monumental escalation. Charlette wasn’t deterred though. She was able to find resolution for a customer that had had an issue for more than four months and turned a bad experience into a GREAT experience.

Anthony Gary in CHS was speaking to an elderly man who had called in with a thermostat problem. When the customer shared the issue he was having, Anthony asked if he had checked the batteries in his unit. The gentleman said Anthony was great at explaining how the batteries could be the reason behind the issue and even explained to him how to check it. The customer was so impressed with how Anthony handled the situation that he called back just to say how much he loves Direct Energy and the extra effort given to take care of the customer.