Latest / HAVE FAITH LET IT BEGIN® / Celebrating Excellence in Service: The Story of Two Outstanding Agents

Transcript

Celebrating Excellence in Service: The Story of Two Outstanding Agents · HAVE FAITH LET IT BEGIN®

• 0:00
  Have faith. Let it begin. When it starts right now.
• 0:06
  Welcome to Have Faith. Let it begin. Here's your host, Angel Santana.
• 0:13
  Ariel, can you say, have faith? Let it begin. Let it begin? Let it begin. Say, have faith.
• 0:21
  Let it begin. Let it begin. No. No. No? Okay. Hi, Noah. Noah! Noah!
• 0:30
  Happy Friday, Noah!
• 0:34
  This little light of mine, I'm gonna let it sound.
• 0:39
  This little light of mine, I'm gonna let it sound.
• 0:43
  This little light of... I'm gonna let it sound. Let it sound. Let it sound.
• 0:51
  Let it sound. Yeah!
• 0:55
  Daddy, I'm so excited! But I have one question. What's your question?
• 1:00
  I'm going to be a pastor or a minister?
• 1:02
  Good question. I don't know, but it is all in God's hands. Good morning.
• 1:07
  You're listening to Half Faith Let It Begin, and it starts right now.
• 1:12
  Good morning, everyone, and welcome to the June 3rd edition of Half Faith Let It Begin.
• 1:18
  A couple things I want to bring up. One, yesterday was my brother's birthday.
• 1:23
  Happy belated birthday, my brother, oldest brother.
• 1:26
  And also happy birthday to today to my friend brian i haven't talked to in a
• 1:31
  long time so if you listen to the episode happy birthday my friend also i'd
• 1:36
  like to start off with today's episode.
• 1:38
  As a shout out it's inspired by yesterday's phone call that i had with an agent
• 1:44
  her name is kristin from nycm insurance her name is kristin and kristin is from
• 1:51
  the i couldn't say the city very well, but it's near Cooperstown location.
• 1:55
  And I want everyone here in that company and also to all of us listening this
• 2:02
  morning to just really focus in on what we're going to talk about.
• 2:05
  Customer service. How often have we called a phone number and you hear that recording?
• 2:11
  We call it the dreadful recording, right? It's a phone prompt.
• 2:15
  Thank you for calling such and such. you know
• 2:18
  please at the sound of the tone say your
• 2:21
  name if you want to do touch tone hit this
• 2:24
  and this if you want the voice activated system this and this
• 2:27
  by the time you get an agent right you get sometimes you're a little frustrated
• 2:31
  this particular company i gotta be honest the phone prompts were so direct and
• 2:38
  easy that it was very easy to get an agent and they're 24 7 to nycm insurance.
• 2:46
  They do homeowners insurance and they do car auto insurance.
• 2:49
  I don't get paid by them to say that. This is out of my own personal free will.
• 2:54
  But the customer service that I received was outstanding.
• 2:59
  Kristen was not only courteous, professional, she was knowledgeable,
• 3:04
  she was patient, she was kind.
• 3:07
  You don't get service like that nowadays as often as we'd like.
• 3:12
  Nowadays, people are burnt out or unsure about what their training is like because
• 3:17
  maybe they're fast-tracked and they're thrown on the phones very quickly and
• 3:22
  you have to wait on hold while they ask questions with their supervisor.
• 3:25
  And it can be a frustrating situation. Now, mind you, we've all been there,
• 3:29
  right? We've all been new.
• 3:30
  We don't know everything. When we first start our jobs, we don't know what type
• 3:34
  of agent we're going to get. We don't know if they're new.
• 3:36
  We don't know if they're seasoned. We don't have a clue.
• 3:39
  But what we do know is that no matter what, we have to do our part to be patient.
• 3:45
  Well, here I am in a situation where I don't really know much about what I'm
• 3:52
  doing because I'm trying to help my parents with their cars.
• 3:55
  We'll get into that a little later in the weeks ahead.
• 4:00
  But I just wanted to talk about the patients that, that from the other side
• 4:07
  of the coin, not with us, but for switchboard agents,
• 4:11
  for people that are on the other side of the phone. Some of them work from home.
• 4:15
  Some of them are pulling many hours just to make ends meet, to pay their bills, to feed their families.
• 4:26
  I've been doing phone work since I was 19 years old, and I haven't stopped, even in sales.
• 4:34
  When I was doing person-to-person sales or when I was a banker,
• 4:37
  I always found myself on the phones.
• 4:39
  I'm working at AAA as a switchboard operator to do my part to help out.
• 4:43
  And of course, now being a 911 switchboard operator at the hospital.
• 4:47
  And one of the things that I never forgot was to be courteous,
• 4:51
  calm, cool, and collective. And that's what Kristen did with me.
• 4:54
  I think we need to take the opportunity to have more patience with individuals
• 4:59
  that are on that other side of the phone.
• 5:02
  Remember, it's not their fault why the prompts are not working in our favors.
• 5:07
  It's not their fault if they tell us something is not going to work out or what
• 5:12
  we're looking for, what we need.
• 5:15
  Stop worrying about getting a supervisor. Concentrate on what you need.
• 5:19
  Resolved, ask many questions, and if they don't know it, give them an opportunity to get that answer.
• 5:25
  And finally, I want to say this.
• 5:28
  It's because of people like Kristen why I continue to stay with companies like NYCM.
• 5:33
  It's because of people like Kristen that continue to give switchboard operators,
• 5:39
  agents, and clients that work with them a good reputation.
• 5:43
  And it was so good to know that there are still great opportunities out there,
• 5:48
  great operators, great agents out there that do all they can.
• 5:52
  You know, this goes back to my message about God. God gives us a gift.
• 5:56
  We have talents and we utilize those gifts and talents so that others can reap
• 6:01
  the reward and that's what Kristen did for us.
• 6:05
  So this morning, I'd like to pray for her, her family. I'd like to pray for
• 6:08
  all of you out there that are fellow Swiftport operators or anyone that deals
• 6:13
  with customer service. It's not an easy job.
• 6:16
  We're living in a day and age where it's instant gratification.
• 6:21
  And if you don't get what they want, it's an immediate supervisor,
• 6:25
  please. It's an immediate, I want to make a complaint.
• 6:28
  You know what we fail to do? We don't take the time to acknowledge when somebody does a great job.
• 6:34
  We're worrying too often about making a complaint when things don't go in our favor.
• 6:40
  So my shout out is for Kristen. Let's pray.
• 6:43
  Heavenly Father, thank you for today's message. Thank you for customer service
• 6:47
  representatives like Kristen and those that do their job efficiently.
• 6:51
  Professionally, and we ask you to continue to bless them, to comfort her,
• 6:56
  and to continue to bless all those that are doing what they can to feed their families.
• 7:02
  We pray this unto you in the name of the Father, the Son, and the Holy Spirit.
• 7:06
  We also want to lift up a young lady named Cody. She also helped us out through
• 7:10
  NYCM, and she did a fantastic job as well. She got the ball rolling for us.
• 7:16
  She got us in the position to know how to work the app, how to work the online.
• 7:22
  And that just, those two young ladies really have gone above and beyond to make
• 7:27
  their companies really know what they have in their possession.
• 7:31
  So I hope management and corporate hear this episode and they say,
• 7:35
  wow, we have two great agents. Let's take care of them.
• 7:38
  So may God be with you. May he shine his light upon you and grant every single
• 7:42
  one of you peace on earth.
• 7:43
  And never forget, Have Faith, Let It Begin. See you tomorrow.
• 7:48
  Thank you for listening to Have Faith, Let It Begin. I'll be back tomorrow.
• 7:53
  Thank you for listening to another episode of Have Faith, Let It Begin.
• 7:57
  That's right, Ariel. We're done with another show. And it's always great to
• 8:00
  have this show with you, my love.
• 8:02
  You know, we're going to encourage each and every person to listen to our show every single weekend.
• 8:07
  That's right. You and I are going to help change the world. Do you think that you can do that for me?
• 8:10
  Music.
• 8:12
  Huh? Yeah. You know you can.
• 8:15
  She does. We want to let you know, and yes, we encourage you to listen to our
• 8:19
  show each and every weekday, and it's going to be live at 7.30.
• 8:23
  Make sure you're subscribed to our show. Make sure you get ready.
• 8:27
  Fasten those seatbelts, because Ariel and I and my family are going to bring
• 8:31
  you a new topic, a new story, each and every day, right? Isn't that right, Ariel? Yeah.
• 8:38
  And we... She's smiling at me.
• 8:41
  Guys, enjoy your day. Thank you for listening to Have Faithful Begin. I'll be back tomorrow.