Subject: Divya Kapil's Passage
From: Ashish Dabral <[email-masked]>
To: shefali magan <[email-masked]>
Date: Thu, 28 Apr 2016 16:54:12 +0530 (IST)

Customer is suppose to be the king of every business. Its business utmost duty to satisfy their customers in order to possess goodwill and sustain in this competitive market. Very rightly said "A customer service agent is the face of any business". I agree with this statement as these agents are the ones representing our organisation and assisting the customer's on calls. As an agent its my responsibility to provide :1. the customer with timely resolution, 2. accurate resolution, 3.providing customer with the next steps available for that particular resolution, 4.checking in for further assistance if can be provided on call to that particular customer. Thus our company is being represented by not its Heads rather our front line agents who are assisting the customer on calls.All this can only be achievable if my agents are well trained, take ownership on all calls be it the first call of the day or the last call of the day, greeting customer with warmth and having that human touch on all calls. End of the day our customer feel happy to speak to humans rather than automated systems and if customers happy it will turn to a positive customer experience score, contributing in customers goal achievement.