Can you imagine for a minute or two what it’s like to be a Customer Service agent? What would your day be like?

What would every day be like?

Every day would be full of hearing bad news from upset people. That’s what it would be like. From the first minute to the last, customer service people are the pointy end of the spear for companies, solving problems that their most important asset, their customers, are having.

It’s high pressure. It’s hard work. And mostly it goes unheralded.

At Worldline we have hundreds of thousands of customers, and being a high-tech supplier of Unlimited High Speed Internet and Digital Home Phone, things don’t always function perfectly, 100% of the time. That’s why we have a fantastic crew of customer service reps led by Peter Cross who trains, manages and mentors them in our own call centre.

A big part of Peter’s job is ensuring that they know he knows they are doing a good job, because they rarely hear it from the customers they are talking with on the phone. At least not until their particular issue is resolved.

Then it will usually be a quick sincere thanks, a hangup, and that’s it.

But now we’re all over social media, and it’s a whole new ballgame.

Social media has changed customer service profoundly. Never have customers had such unfettered access to their service providers. A post on a social outlet gets immediate attention. And these same outlets have changed things for Customer Service personnel because they get to see, first hand, the impact they are having.

If you visit the Worldline Facebook page, (and why wouldn’t you?), you’ll learn what Worldline customers really think about us as a company, as a service and about our customer service people.

To put it bluntly, they like us. A lot!

Sure, there are a few who go there to let us know they are having problems, however those folks are few and far between – and as soon as they post, we immediately get in touch to address whatever issue they have.

But the vast majority that post on Facebook tell us just what we were hoping to hear; that we’re providing a great service at a great price, and they are happy.

It takes a special kind of person to deal with frustrated customers. Peter and the Worldline team do a great job keeping our customers happy, and because of places like Facebook, they finally get to see the results for themselves.