Stephanie and Molly on the phones with some of our Envoy clients.
When I call a company’s customer support and get canned and scripted responses, it frustrates me. Although I’m speaking to a person, it feels like I’m speaking to a machine. I feel as if I’m being treated like every other customer that calls instead of being treated like an individual.
It is irksome and it certainly does not make me feel valued.
This is exactly the opposite of what we strive to do in Customer Support at Envoy. If you call or email us, we listen to what you need or want, and then answer accordingly. We communicate with you in way that is not mechanic or rehearsed. We have no “standardized” way of talking to our clients, each conversation is unique, because every customer is unique.
We actually get to know our clients and they get to know us. We develop a relationship with them, which is beneficial as it allows us to better meet our clients’ needs.
Personal Customer Support
Often clients will call in with a question and when I answer the phone, they might say something like, “Hi Stephanie, this is Fred,” and then launch into their reason for calling without offering further identification, because we know them and they know us.
This always makes me smile, as I think this a testament to what we do in our department. I believe that, although we have many clients, we make each one feel as if they are the only one. The way we communicate with them makes them feel important and appreciated, which they truly are.
It is wonderful to get the opportunity to support our diverse and fascinating clients through their immigration journey!
