You may have met Annie already! As a Service Consultant, Annie Hou mans the phones, helping customers with everything from product to account enquiries.
Describe your role?
I’m on the other end of the phone when customers call in with a question about their advertising account. I’m here to answer their questions and also identify opportunities to boost their advertising, from adding more content to their ad, to advertising on Facebook. Overall just providing customers with service support.
What part of your job do enjoy most?
I like to listen to customer’s feedback about their experience with me, because I’m able to learn and implement new ways of working. That is why the NPS (Net Promoter Score), which is the customer service survey at the end of each call I do, is really important. At the end of the day, the most rewarding comment and feedback from a customer is, “you were very helpful to me” and, “thanks for your advice”.
What’s the most popular question customers ask you?
The most common question is, “do people still use the print directory?” Surprisingly enough, I get roughly 5-10 book orders per week, mostly from the older demographic or people who don’t have access to the internet. And with the growth of Australia’s ageing population, this isn’t slowing down.
Do you ever get tongue-tied?
I’ve been known to say, “good afternoon”, when in fact it’s 9am in the morning. Customers tell me I must have missed out on my morning coffee. It’s just nice hearing someone on the other end of the phone having a giggle.
What’s the most common way you help customers?
Asking the right questions. Every customer has different marketing objectives, so I perform a business needs analysis to make sure I can recommend the best solution for them.
What are your plans for the future?
I’d like to work for the Yellow Marketing Team as the next stage in my career development. I want to implement all the experiences I’ve learnt from customers that call me every day and really make a difference in the business. I like to be creative and I want to showcase my ideas and see them come to life.