Have you ever had problems with your computer, smartphone or some other device? Well, then you know how frustrating it can be to try to work out technical problems. And it can get even worse if you call the helpline and the customer service representatives do not seem to understand your frustration or simply are not interested in you. They may try to help you, but act in a cold, formal manner.
Here at Transcom Estonia, we aim to create a great customer experience in these situations and do our utmost to make the customer feel at ease by showing empathy and being patient. We would like the customer to feel that we take the time to solve their problem.
Here is an example of how we do it. We received praise from one of our customers who called the technical helpline:
Hello! I called you on the 17th of September as I had problems with decrypting the document. I was instructed by agent A. H. for quite some time. After doing as instructed, everything was working again.
I would like to thank you for being so patient and thanks for your good advice!
Feedback like this makes us really proud of what we do and make us go the extra mile to create exceptional customer service.