This month's Call Handling Hero Award goes to Michelle Rowe, who showed exceptional customer service for our customer in reworking and fine tuning their account.
While we pride ourselves on our ability to customize and tailor each account for every client, sometimes a disconnect happens that needs to be addressed. One of our medical clients, a doctor, came to us upset and frustrated about how we were working his calls and didn't feel like he was getting through to us. Michelle reassured him that his frustrations were valid and got to work to create a successful and positive outcome. "I spent a lot of time with him trying to make sure his account was the way he wanted it" Michelle commented. We always aim to get it right the first time, but just as important is how we handle the situation when we don't. Michelle was kind, listened to our client's requests, and then resolved the conflict with great expertise and professionalism