Soluto Tech Expert: Keshona’s Story
To err is human.
Soluto Tech Expert, Keshona knows the importance of building trust and creating a rapport as she teaches a customer to restore her contacts. Keshona comments, “To come in every morning and know that we are doing right (by our customers) is an amazing feeling”
Check out Keshona’s video below.
Read the full transcript below:
<Soluto Story – Keshona>
<To err is human.>
>> Keshona: Recently, I spoke with a customer. Her name was Ms. Evans. She was like, “I don’t know what’s going on. My contacts they’re not here.” And we went ahead and I logged into her phone and we looked into her contacts. And we realized it was user error but, you know, it was kind of, it was a giggling moment for both of us. so we went ahead and turned those on and she saw her contacts. She was like overly excited and I’m like, “it’s just contacts but, hey, I’m with you”, you know. and i’m like “see look at you, you got all upset you thought something was going on and you already had them there. And she was like, “Oh my goodness!”
<Keshona knows the importance of building trust and creating a rapport.>
>> Keshona: They don’t think it’s user error. They know that it’s something wrong with their phone. That’s the only thing running through their mind right now. So, you know, it’s our job as tech, a coach and a friend to show them that, you know, it’s ok, You don’t have to panic. We’re going to get it situated for you and we have your back. Like, I’m here for you, let me show you, let me guide you, absolutely.
<“To come in every morning and know that we are doing right (by our customers) is an amazing feeling” – Kiki>
>> Keshona: When you help them out and you’re actually being their friend and you’re actually caring about their issue. And you’re saying, “You know what, I’ve been through this issue before, you know, and it’s not little. It’s a big thing. So let’s get it fixed for you. Just by you doing that, it makes them feel like they have someone who cared. And maybe at that point, they didn’t have someone who cared. Little do they know, these customers, they’re upset and stuff but they give us something back too. Every single day they give us something back.
<Better Tech. Better Living.>
<Soluto by Asurion>