In any business, customer care is one of the "hot spots" of interaction with your target audience. It usually occurs when a customer or potential customer needs to solve a problem or has questions regarding a product or a service. It is usually a critical moment in terms of opportunity and risk; opportunity if we think about building customer loyalty, and risk because the customer might leave if he of she does not find the expected answer. This relationship with the brand is, in effect, a one-on-one interaction in which empathy, motivation and the involvement of agents are instrumental to providing an excellent customer experience. Being aware of this, we decided to create "The Wall", a public space in Transcom's San Fernando site where agents can share real feedback they have received from customers, thanking them for the service and care they provided.
When a customer provides a positive message to a member of our team, it is something that everyone likes to share and hear about; it really boosts motivation. Thanks to ‘The Wall’, the agent who is submitting his or her feedback is telling the rest of the team why they received such appreciation. In addition, reading the comments of colleagues can be a great source of inspiration. In some cases, the customer might be thankful for the agent’s kindness; in others, it might be due to the solution provided and the efficient follow-up of an issue. And so, reading the testimonials helps everyone to figure out what his/her strengths are and what areas are in need of improvement in order to provide an even better customer experience. In addition, at the team level, ‘The Wall’ is a public acknowledgment of those agents that have the most posts, and also allows team leaders to identify those traits that need to be emphasized in order to guarantee that the service any customer receives is both outstanding and consistent with the standards of the company we represent, regardless of who the agent is.