We are used to being prejudiced about the work of support services. According to popular belief, low-initiative and incompetent people work there, who, according to the template, answer customer calls, without even thinking about the essence of the questions asked. Of course, there are certain grounds for such a stereotype, but let's try to look at the work of an ordinary contact center employee from the other side.
People don't call support in a great mood when they're doing well. Therefore, during the working day, contact center employees have to deal with a variety of customer emotions, solving problems of different levels of complexity. We talked to employees of the Tele2 remote service department and collected 5 stories that strengthen the belief that kindness exists.
1) This winter, a man turned to the personal support service, whose car broke down on the highway at -20 degrees and his phone was almost completely discharged. An employee of the contact center, Anastasia, quickly caught the essence of the problem and first promptly called a taxi to the address of the accident, where a man froze, and then tracked the route of the taxi until the moment of arrival, until she made sure that the client was warm and comfortable rides home. Thanks to the kindness and sensitivity of the specialist, the man avoided health risks and successfully reached the house.
2) When an elderly woman who could not get through to the ambulance turned to the contact center of the cellular company, the personal support specialist listened to her carefully. It turned out that the woman had a high temperature, so Evgeny, an employee of the contact center, decided to first call an ambulance, and then escalate the issue of communication services. On his own initiative, he specified the subscriber's data, and then called the ambulance at the dictated number. Thanks to Eugene's indifference, the woman received medical assistance in a timely manner.
3) A girl turned to the remote service with a very original request. The caller wanted to hide her phone number when sending an SMS. During a conversation with a client, an employee of the service center Nikita found out that the girl wanted to warn the hostess about unscrupulous tenants in her apartment. Nikita found a way out of a difficult situation and told the girl about the features of the AntiAON service, and also offered to send an SMS from a test phone. The girl was impressed by the real help.
4) Sometimes not just non-standard, but even very dangerous situations happen, from which you have to urgently find the best way out. So, a frightened young woman called the remote service, into whose apartment a man entered. At the beginning of the conversation, the client asked to play along with her: for a man, she was talking to "mother." The contact center specialist decided to call the police, but she did not know the address. After a few minutes of "terrible" dialogue, the girl was able to whisper the location and was saved.
5) An alarmed man asked Olga, an employee of the support service, to tell him the phone number he called. It turned out that he left his phone on the roof of the taxi driver's car, but he left. Olga said that she could not provide the data, but she did not refuse help either. She looked at the number and called the taxi driver. The phone really ended up on the roof of the car and Olga asked to return it to the owner.
We have mentioned only five small stories where human kindness and sensitivity helped people in trouble and even saved lives. Let's value care, disinterestedly share our kindness with people around!