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Do Your Agents Have the Freedom and Confidence to Go Above and Beyond for Customers?

Posted: by: Chuck Ciarlo

Every so often the media will pick up on a story of something unique that happened at a call center. Many of these feel-good tales feature a call center agent who decided to do something special for a customer. 

We came across this one that is worth sharing: an agent at Capital One received a call from a woman whose credit card was shut down due to “suspicious activity.” This was triggered by her attempt to purchase furniture and have it shipped to an address that was not the one the credit card company had listed for her.

Customers who get their cards shut down are usually in a shouting mood, but this woman had recently separated from her fiancé and was in the process of moving to a new place – hence the different address. She seemed more sad than angry, and when the agent found out what was happening in her life, she gave the woman 4,500 free airline miles to help her feel better. 

And that’s not all – the agent then sent flowers to the customer, with a note saying “Please know that you are in my thoughts and I hope these can brighten your day.”

Why is this important?

Two reasons: First, the story went viral. The customer related the experience on a Facebook post, and the agent was heralded as a hero on dozens of websites and message boards, all of which mentioned that she worked for Capital One. 

Capital One is a company that spends a lot of money on advertising (you’ve doubtless seen the TV commercials with Samuel L. Jackson). What did all this great positive publicity cost them? The 4,500 airline miles are really only worth about $45, plus whatever the going rate is on a nice flower arrangement. That’s a pretty solid return on investment.

Second, it raises the question of whether your agents believe they have the freedom to offer a similar gesture of kindness to one of your customers. Would they be appreciated or criticized for doing something that is not company policy? 

These stories make the news because they don’t happen every day, and they shouldn’t – but when the circumstances are right, encourage your agents to go above and beyond. 



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