When you make that call, send that tweet or visit that branch, there is always someone on the receiving end. That person is there to offer you a product or service, respond to your inquiries or help your solve a problem. As they do what they do best, their objective is to ensure that at the end of the day, you’re wowed and delighted. We approached some of the “heroes on headsets” at Chase Bank so that they can tell us a little something about what they do every day #CSWeek2015.
Q1. What’s your name?
Edwin Kiptoo Mugambi.
Q2. What’s your role in Customer Experience?
Supervisor , Channels Experience.
Q3. What do you love about being a part of the Customer Experience team?
The synergy and willingness to always assist our clients end to end.
Q4. What has being part of the Customer Experience Team taught you so far?
Customer is KING and once you have a happy customer you have a competitive advantage. I have learnt to always try and give my best to achieve customer satisfaction.
Q5. What’s your favorite superhero character, why?
Johny Bravo. Ladies like him, i do not know why they do not fall in love.
Q6. Send a shout out to one of your favorite customers?
Shout out to all Retail Sales Officers (RSOs) and CS agents who call my extension to query about something and they expect that i should always have the correct answer. I salute you as you make me a better person at the end of the day.
Q7. From a personal level, what more do you think can be done to improve the experience a customer has with a brand so that they can be left wow’ed and delighted?
It is the little things we do. Whatever nice gesture we are giving this week should not be just because it is customer service week, that should be done each and every day.