Safety is paramount for us. Without the ability to ensure a healthy and alert staff, we would be unable to assist our callers to the best of our abilities. The safety of our callers is equally as important. Here are two examples of the many calls that we receive every day, where urgency and safety first are musts for us:
- One of our HVAC partners received a call from a client notifying us that their A/C unit had gone out, and that they had an infant in their home that was rapidly overheating. This required immediate escalation.
- We received a call for an apartment complex because a tenant had been locked out and was in danger. Acting quickly was imperative.
Because we prepare our agents for these types of calls, they have safety first at the forefront of their minds. Clients can rest assured that their callers will receive responsive, immediate assistance.Sit in the Customer's Chair
In the early days of the industry, a constant phrase was used in training: when in doubt, reach the customer with the message. Times and technology have changed, but the fundamental point still remains the same. When in doubt, reach out. Our agents are trained to do everything to help the caller and our customers. Too often, people look for shortcuts and do the least they can do — our agents strive to do the most that they can do to serve.
There were times when a message was delivered that only said, “Ask them to call me.” Clearly, the “meat” of the message was missing. From taking a thorough message, to returning the call to clarify a detail, to checking with the office to make sure that the “always on call” is still in place, our agents understand that it is a requirement of their job to bridge every potential communication gap that might exist to help our callers.