Agent of the Month – December 2012

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Congratulations to Gideon Reed, our Agent of the Month for December 2012.  Gideon works at Echo Managed Services and is one of the company’s contact centre agents.

Gideon has been nominated as Agent of the Month for the recent service he provided to a customer, in which he showed a great deal of empathy and really went above and beyond the call of duty.

Gideon, who takes customer calls on behalf of Echo’s client, South Staffs Water, was completing a data protection check with a customer who rang in with a billing enquiry. It caught his attention because he could see the customer had had a birthday a couple of days earlier and that their year of birth was 1952. He was born in 1972 and was 40 this year so immediately recognised it was a milestone birthday for her.

He wished the customer a happy 60th birthday and asked her if she’d had a nice day. Unfortunately she said she had only received one card and not had any visitors. His immediate reaction was ‘what can I do to brighten her day?’ so, after completing the call, he bought her a card and got all of his colleagues in the contact centre to sign it. He posted it off to her and never gave it a second thought.

The following week he received a lovely card back from the customer which read: “I would like to thank you all for the lovely birthday card you sent and signed, it made my day. Thank you all for your kind thoughts, something I will never, ever forget. Lots of love and best wishes to you all.”

“I am very proud of Gideon for showing such initiative and going the extra mile for our customers.”  Viv Kelly, Head of Operations, Echo Managed Services.

Author: Jo Robinson

Published On: 5th Dec 2012 - Last modified: 26th Feb 2019
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