People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly believe that personal and professional growth and knowledge should be embraced, shared and celebrated.
Celebrating the work of frontline agents
As part of our new Awards program, each quarter we’re asking our clients to nominate members of their team for the CSBA Most Customer Focussed Agent Awards – it’s just one of the ways we can celebrate personal growth and development. The winners of the Quarterly Awards will then be eligible for CSBA’s Agent of the Year Award.
The selection of the inaugural winners of the January – March 2020 Customer Focussed Agent Awards was no easy task. In fact, our judging panel received 37 individual nominations from 17 different organisations.
According to the panel ‘each and every one of the agents nominated deserved to win and selecting just three winners was incredibly difficult’. They went on to say that they ‘were moved and inspired by many of the stories shared in the nominations’ and that ‘seeing how each and every one of the nominees works tirelessly to create a positive experience for their customers is commendable’.
While the votes were very tight, in the end there were three clear winners – each very deserving, but also nominated for very different reasons, including:
- Going above and beyond for customers and transcending expectations.
- Showing dedication and genuine passion and commitment to improving customer experience.
- Handling a complex enquiry well and demonstrating a true commitment to customers and the success of the team.
The January – March 2020 Most Customer Focussed Agent Award winners are…
Paul and his seeing eye dog Hercules work in the Student Services Contact Centre at Curtin University. Paul was nominated by his Team Leader Lily MacDonald, for his dedication to the student experience and continually going above and beyond for their customers.
As Paul is legally blind, he uses a text to speech system on his laptop called JAWS, which reads text to him. The system isn’t perfect and it can’t read everything but Paul doesn’t let this slow him down. His ability to multitask, having a customer speaking to him in one ear and JAWS in the other is amazing.
During the COVID19 crisis, Paul overcame the struggles of working from home, with his dedication to the student experience shining through more than ever.
Whilst working from home on the recent public holiday (while everyone was off enjoying their day) Paul discovered that the phones had not being turned off for the public holiday and that calls were still coming through. That day he answered 40 calls – it’s just one example of how Paul goes above and beyond.
He is an invaluable member of the team. He strives for excellence in every interaction he has and is always looking to create a better experience for students. On many occasions graduating students have called to say goodbye to Paul and to thank him for being a source of knowledge and steady support throughout their studies.
Androula Miller, Training Coordinator at Holmesglen Connect, nominated Thien because of his ongoing commitment to creating better experiences for their students.
As someone she describes as introverted, Thien has always been very polite and professional over the phone and in emails, but had steered away from seeking permission to ask questions and creating a personalised moment.
Through ongoing coaching and development, using his SenseCX assessments, Thien has been able to improve his softer skills exponentially.
Together the two of them listened to call recordings where Thien would pause the recording and give an example of how he could create a personalised moment. Thien was then able to apply these skills to real life interactions. He mastered the art of engaging with the caller as a person and not just a potential student. And, as result he scored 100% on multiple occasions on calls.
Next, they tackled the emails. Thien worked on reading what was behind the text and answering all the questions that customer would potentially ask whether they had asked them or not. His email scores climbed to the high 80s, but he continues to focus on opportunities to improve.
Thien’s enthusiasm for embracing new skills, stepping outside of his comfort zone and finding that perfect balance between process and people, for the good of the customer is commendable.
Taryn was nominated by her Team Manager, Rachel Harris, for her commitment to their customers, her role and the continued success of the team as a whole. She understands that first impressions matter and that the words we choose have an enormous influence on the customer experience.
Taryn recently assisted a customer, who began his enquiry with a very terse ‘I have a complaint today about my meter reading – the reading is fake’. Although he was upset, Taryn’s warmth did not waver. Throughout the call, she provided positive acknowledgments of his concerns, restating the information he provided and checking for his acceptance of her understanding.
Taryn used her knowledge of the subject to educate him without lecturing, providing him with usage history and explaining how measurements are calculated. But, the customer was not convinced and disagreed with the explanation. During this next part of the conversation Taryn was able to turn the call and his view of Sydney Water around, by rewording her explanation and including positive affirmations to help him understand – ‘100 litres a day looks right for your property, you’re very conservative with your usage there’ and ‘your meter is pretty accessible, we’ve never had an estimated read for your property’.
She continued to provide further advice and worked to answer his unasked questions until the customer was satisfied. While this was a simple enquiry, Taryn’s control of the call and her positive language resulted in the customer feeling like he had been heard, his enquiry mattered and that Sydney Water cared.
Nominations are open for the April – June 2020 Awards
We’re currently accepting nominations for the April – June 2020 Most Customer Focussed Agent Awards and encourage all of our clients to nominate agents and frontline staff whose work deserves to be celebrated.
The awards are about celebrating the members of your team who work to create better customer experiences and nominations can be based on a variety of different reasons including:
- Excellence in the use of a specific SenseCX measures.
- Consistent improvement in SenseCX assessment scores.
- Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
- Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
- Embracing a new technique or behaviour to enhance the experience for customers.
- Handling a complex enquiry really well.
- Showing a genuine passion to improve a customer’s experience.
- Transcending customer expectations – going above and beyond for a customer.
- Finding the perfect balance between people and process for the good of a customer.
- Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
- Stepping up to report an issue that was impacting customer experience.
- Finding a creative and/or innovative way to solve a customer’s problem.
To nominate a member, or members, of your team simply complete this nomination form.