The Difference Between Good and Great
What makes a good product GREAT in the minds customers often has less to do with the product itself, and more to do with the experience they have when they need your support.
A Heart for Service
Studies have shown that, to get the right experience, consumers report they are willing to pay more for great customer service. Not only does it help companies build relationships and trust, but good experiences are worth a mint in word of mouth, brand loyalty and awareness.
"The most rewarding part of my job is training new people and sharing my knowledge to empower those folks," says Daina Sargent, our Customer Care Call Center Manager. "I also love when there is an opportunity to dig into a challenge and work on finding the resolution for our callers." It's her drive to help - and to genuinely care about our customers' success - that makes Daina a great example of our company culture, with a heart for service.
"It's so important to have a caring heart... to realize that these people are out there working in heat, cold, rain and all kinds of inclement weather, as well as other stressful situations - and we just need to be there for them," she said. "One of my favorite quotes is that the most unhappy caller is your greatest source of learning."
When we asked what her perfect day would look like, she told us, "In Winnie the Pooh, there's a moment where Pooh asks Piglet, “What day is it?” and Piglet answers, “It’s today." Pooh says, “My favorite day!” That's me. I'm like Winnie the Pooh... Every day is my favorite day. I just enjoy speaking to everyone."
Related: Top 5 considerations for selecting a workforce management solution
The WOW Moments
These days, taking your service to the next level to deliver surprise and delight to your customers is necessary to differentiate your business from the competition.
"We always do our best to assist over the phone, however there are times when an escalation has to be done and we have to think outside the box," said Sargent. "Recently, I tested out using FaceTime to assist some of our callers. It was amazing - and I made some new friends! We talk to users at every level, from the very tech savvy to users who are just learning how to use a smart device."
At Movista, we’re maniacal about customer service and pride ourselves on going above and beyond to help our clients succeed… and it’s caring people, like Daina, who help set Movista apart every day. Hear more from Daina in our latest video spotlight.
