You may remember an introduction to OWC’s hybrid representative role from a blog post in June 2010. OWC Tracey explained the extensive training involved in preparing “hybrid” reps with the various skills and knowledge necessary to provide one-call resolution for our customers. I was one of the reps hired at the same time as Tracey and I must completely agree with her conclusion. OWC Hybrid Training offers a way to serve our customers with in-depth knowledge.
And, truthfully, that training never really stops. With over 2,900 products and new products being developed everyday, it really can’t. Fortunately, we have so many resources at hand that we can learn something new every day.
Just a few weeks ago, a customer asked me a very specific question: “How would you describe what your gel case feels like compared to you carbon fiber case for the iPhone 4?” OH NO! I had never actually held either case in my hands. I had read the press releases and even seen the cases in our product training classes, but what on earth do they feel like? I had no idea.
Luckily, our Product Development Department is only 33 steps away from my desk (I actually counted one day…what other call center has that kind of access to their products?). So, with my wireless headset firmly attached, I walked over and was able to examine our NuGuard cases and give the customer my honest opinion, which he really seemed to appreciate. In case you’re wondering, I really like the Black Gel case version. It has an awesome grip and is really flexible while still offering hard shell like protection. The NuGuard Gel cases are only $14.99 and are available to ship the same day from OWC.
I cannot express in words how empowering it is to have so many resources. It is hard to believe that I have been with OWC for almost a year now, but what is even more incredible is the difference OWC has made in my life and the opportunity I have daily to make a difference in our customers’ lives.
My training has soared me from a hybrid rep to our call center Team Lead, and I am so excited and proud to be able to continue to provide super service to our super customers. They even converted me to a Mac girl, which I must say I once believed was as impossible as converting me to a Packers fan.
Of course, what really makes it all worthwhile is you, our loyal customer base. Your commitment to OWC and support has given me the opportunity to develop personally and professionally.