It’s not about the destination, it’s about the journey. For customer service calls, the same rings true. “After a call, cardholders should walk away with the situation resolved. How they get to those resolutions is where the magic happens,” says TMG’s Call Center Bi-Lingual Supervisor Ysrael Peguero.
Creating exceptional experiences for all cardholders, including those whose primary language is Spanish, is the goal for TMG’s consumer services representatives. Ysrael notes, "At each point in our conversations, we want cardholders to know we’re here for them and will give them the highest level of care.”
The feelings cardholders take away from their calls matter. “If we called each cardholder back, we want each of them to be able to say we made their lives easier,” Ysrael says.