Help!
Wednesday, September 2, 2009 - Fabio
It feels so good to help other people! You guys might think this is something we do every day, but actually, it is not true. At least, that’s what I think.
From time to time you get to know your customers in such a different way and all because of a problem they have. And if at the end you are able to help them, not exactly giving them what they were expecting, you end up with this amazing feeling that cannot be compared and then you know that your job is worth it and it means a lot to you, not as a employee or customer support representative, but as regular person with feelings.
Whenever you guys look for us, you are looking for good service and it is pretty logical, right? However, it all changes, when we are able to understand that this is not enough. There is a huge difference between “good service” and “help”.
A couple of months ago, I had this experience with a VIP player just like you. He had some serious problems with a disconnection that actually did affect him a lot and obviously he was not happy.
At the beginning, it was not easy. “Cordiality” was not a word in our conversations and we were only talking about the service he was receiving. We were going around in circles without getting a real solution and things were getting worse and worse every day.
This was a huge issue. Not only me, but many other people worked really hard in solving this matter. It took more time than expected and this did not contribute to the situation, of course.
But then, one day of the many I spent talking to this guy, I had the opportunity of really knowing him more as person and then everything changed. It was easier to understand what both of us were looking for and thankfully, this helped me a lot to actually HELP him.
That day, I finally understood that truly knowing a customer is equal to the action called HELP and this is the real deal of our job.
At the end, the resolution I had for this customer was nothing at all what he was expecting and please believe me; it was difficult for me to tell him about it. He was not a customer anymore, he was an important person that trusted me and as cheesy as it might sound, I was his only hope.
He impressively took this ok and understood all the things I had to explain. This was a relief for me and I was only able to thank him for that nice gesture. He said something simple like: “Thank you for being there until the end, it is easier for me now that I know you more” and that was just amazing for me.
I have to admit it; I learned a lot from this situation and it did help me in so many ways.
Now, I always do my best to really know more about you guys, just as all the people over here, I will be there until the end to HELP you.
Tags: amazing, commitment, help, Rai$e VIP Team, relief, service, solving, support, trust
