A day in Customer Service
23. Apr 2024
Some time ago, our Customer Service team invited all colleagues to become part of the team for a day. They were able to experience and accompany the contact with our customers live. Today, our colleagues Florian Hafermann-Josephus and Patrick Meling would like to tell you about their experiences during the CS shadowing sessions.
Florian Josephus Hafermann
During my work shadowing with my colleagues in customer service, I was able to follow two very interesting activities. On the one hand, I was able to listen to the specialist advice. Secondly, I was able to look over their shoulders when it came to deleting customer accounts.
I noticed that the colleagues in the specialist advisory service do real detective work when it comes to customer orientation. It is often difficult to understand what the problem is, especially in the case of written complaints, which in turn makes further inquiries unavoidable. While these are being formulated in writing by email, the phone is already ringing again. Mental flexibility is required here. After all, it's a completely different case that needs to be solved immediately. Respect for what is being done here to offer our customers the best possible service.
Before my visit, I had thought that deleting a customer account was a one-click process. Far from it, as it turned out. After all, it is important to distinguish whether a deletion has been actively requested or whether there is even a death. There may also be outstanding debts from an installment payment or a customer account balance. So before a customer account is finally deleted or blocked, a complicated process of various steps must be taken into account in order to rule out any eventualities.
I can warmly recommend a visit to the customer service department. Customer orientation is continuously and consistently practiced here. You make the difference, dear colleagues.
P.S.: While I was listening to the specialist advice, the police called about an order, among other things.
But was it really her? Data protection also needs to be meticulously observed at all times.
Patrick Meling
My colleagues Dorit Rohr and Elke Hartfil took a whole three hours of their time to give me a comprehensive insight into their day-to-day business.
These three hours clearly showed me that they really put the customer concept into practice. I already had an awareness of the other person in service situations, but this was clearly sharpened here. Customer service really puts the customer concept into practice. The aim is to help customers. Issues were not pushed on, but dealt with in a solution-oriented manner. Every customer was treated with great appreciation, even when things got heated.
One particular case was a call from an elderly gentleman who was really on pins and needles. The customer had ordered a shoe cabinet that was missing three wooden dowels. The customer really wanted these wooden dowels and the conversation was on the verge of escalating. However, Dorit/Elke was able to de-escalate the situation brilliantly thanks to her level-headedness and focus on finding a solution. The order for the dowels was placed and the customer has probably received them by now.
Admittedly: This call was already the emotional high point. Overall, I was involved in a rather quiet phase in which emails took center stage rather than phone calls. However, I used this phase to ask a lot of questions, which were always answered in detail. I even had the opportunity to discuss why the employee reacted the way she did in the situation, why the customer responded the way they did and what possible solutions were offered.
This job shadowing made me realize that customer service is the central customer business where we have to do a good job in order to be profitable. I can also take a few things away with me for my own job in terms of the way my colleagues work. I would definitely recommend the work shadowing to all colleagues and would do it again at any time.
I would like to thank my colleagues for their time and insight. Further thanks go to the organization that made this possible.
If you are interested in a career as a team leader in Customer Service, apply for our vacancy here.
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Welcome to our BAUR Group JobsBlog. My name is Sylvain and as part of my internship in Corporate Communications at BAUR, I am currently supporting the HR Marketing team. Look forward to interesting blog posts and take a look behind the scenes of our company with me. 😊
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