MODULE 4

INTERVIEW OF HUNTER DEVRIES

            “The customer is always right.” it is a saying that is constantly heard and where I work I can honestly say we always try to live up to that saying. Now I work at a call center, here in the Ogden area. Call centers are just a small part of large corporation but they make a significant impact on the way of helping a company run smoothly and efficiently. I have the great pleasure and honor to be able to relate my personal experience that I have while working at a call center. I will be giving just a few of the insightful aspects of the call center experience.

            Customer service is always something that is sought for when I take a phone call and I work for a large corporation that number one priority is to help the customer. From the moment that we answer the phone it is our job to continue to help the customer find a resolution. Now not always can we find a resolution that the customer wants, but usually down the line from a few months to a year sometimes that option that they wanted is then made available to us customer service associates. We are constantly working to evolve and too discover new ways to help the customer and make it easier for them.

            Now when it comes to making the experience better for a customer, it always starts with you as the associate. You as the associate are the person that needs to be positive, outgoing, and first and foremost, honest. As an associate you get a wide variety of phone calls every day with issues that are simple to fix, and ones that you know will require a good amount of time. When it comes down to it, the customer just wants to know what they need to do and how to do it. That is the key to anything, explaining clearly what you can do and what they can do to get this issue resolved as quickly as possible.

            Think for a moment, when was the last time you made a phone call to a company to resolve an issue. They probably put you on hold a few times, when that happens it usually means that they are working diligently to find an answer or resolution for you. Now knowing this, when I make a phone call and get placed on hold, I know they are working to find a solution for my problem. Last night I made a phone call to Amazon.com and they were able to resolve the problem and apply the discount to the cart that I had open. When I refreshed the page, the discount had already been applied. Incredible.

            The technology age is expanding every day and the software that I started using a few months ago is now about to be replaced, for something better and newer. It is just a huge thing to be a part of, and how we keep up is just remarkable. I ask you, yes you as the consumer. Ask questions, be clear, and just be patient. Let us continue what we do best, help the customer the best we can.