Commitment to Service
For an organization to be truly successful, excellent customer service must be a top priority. Equipped with valuable skills like empathy, adaptability and strong communication, those who work in customer service must not only be patient, attentive and resourceful, but manage the expectation that they are the “all-knowing oracle.” The truth, of course, is that customer service representatives are people, not human search engines. However, real commitment and dedication to providing first-rate customer service ultimately helps the organization, and the individual, stand out from the rest.
Serving customers in a variety of roles over the years, I’ve learned it’s not necessarily about having all the answers; it’s about knowing where to find them and getting back to the customer in a prompt and friendly manner. As a non-AMC illustration, if I’m dining out and I’d like to substitute an ingredient in my order, I appreciate the server who goes to the kitchen to see if it’s possible. I’m not only more satisfied with my meal, but the server has elevated my request and, even if the kitchen is out of mushrooms, I’ve been heard instead of dismissed. Why is this important? Being met with an advocate – rather than a brick wall – goes a long way. I will be loyal to someone who is on my side, working on my behalf toward what I want. Customer service is one of the primary factors shaping a member’s experience. It has the capacity to make or break a first impression, and first impressions are often lasting ones. Additionally, quality service is a key ingredient of customer retention, a driving force for all member organizations. I do my best to serve our members so that when Ngage Management’s name comes up, it’s as a glowing recommendation, not as a warning.
Customer Service - The Ngage Way
I regularly serve Ngage clients and client association members by delivering general membership information, administering account or website support, and assisting with event or education registration. While the questions that come up -- and the answers I give – can be elaborate at times, the Ngage approach to customer service is simple. Our goal is to make sure members come away from our interactions with not only the information they need but a better opinion of the organization we represent. From the top down, our company’s guiding principle is to exceed expectations.
Customer Service in the Age of Virtual…Everything
We’ve all had that frustrating customer service experience - wanting to talk to a “real person” but getting a recording. Now that so many aspects of our lives have gone “virtual,” a personal approach is even more vital. Whether I’m answering a question about our website, or explaining how to use our virtual conference platform, I want to be that human point of contact for our members. I see it as an opportunity to give our clients a personal connection in what can feel like an increasingly impersonal world.
When it comes to conferences and events, most of us are still acclimating to this new virtual environment. While virtual events have been an option for decades, COVID-19 made them mandatory and many organizations, and their members, weren’t ready. When professional groups across the country networked in person just over a year ago, they may not have dreamed that a conference with similar engagement could exist online this year. Those who are new to virtual events (or have had less-than-stellar experiences in the past) may equate “not meeting in person” with being “impersonal.” It’s my job to show members that this is not the case. I strive to familiarize people with not only how to use our virtual conference app but suggest further engagement opportunities and member benefits whenever I can. I try to anticipate any follow-up questions and lay out the necessary information upfront, so they get all their answers in one call or email – even answers to questions they didn’t know they had! A more informed member is usually a more engaged and satisfied member. I know I’ve done well when someone new to virtual events not only jumps in and takes full advantage of all the offerings but starts to take on a leadership role and begins helping others.
A Passion for Helping People
One of the things I love most about my job is that every day is different. Sometimes I can convey a simple answer, and other times I need to solve a complex puzzle or do some detective work. Creative problem solving gives me a sense of accomplishment, especially when I can help make someone's life easier.
Exceptional customer service opens the door to increased engagement. A happy customer may give a glowing testimonial, and that helps our communications department. A grateful member finds new ways to grow within their association and that helps with client satisfaction, business development, and so on. Making our clients look good by providing their association members with top-notch service puts Ngage in a favorable light as well; it energizes me to contribute to our organization’s success by representing my team in a positive way. I take pride in the fact that we serve all aspects of association management, and every day I strive to impart the kind of service I would want someone to give me. It’s gratifying to supply the right answers, see that lightbulb go on for people, and help members discover new ways their association can benefit them now and in the future.
How Can I Help You?
By humanizing the customer service process, you not only position yourself to deliver best-in-class assistance, but you establish a real relationship with the customer, and that has benefits for both sides. Providing outstanding service today means an association member will look to you tomorrow as an ally they can trust to make things right.
As technology has advanced, our world has become accustomed to instant gratification. With each day's countless inquiries, my biggest challenge is that I may not always have an immediate answer -- I’m not Google! Thankfully, Ngage has a deep bench of experienced professionals with a variety of skills – from information technology to career support – and I can count on them to assist with solutions requiring more specialized guidance. The entire Ngage team is dedicated to exemplary customer service, and every day brings exciting new opportunities to personify that commitment.
I’m Amy from Ngage Management. How can I help you?