What are the different roles of a customer service department?
A customer service department is at the very front line of a company. It must represent the company through impeccable care regarding its clients and assure that all inquiries are processed efficiently. At BonLook, our customer service department is in charge of a wide variety of tasks. It has a section that consists of being in contact with our clients through phone calls, emails, and chats, and a second section that works in the shadows to assure orders are being processed smoothly. This section also focuses on problem-solving, bettering and innovation of our systems and more. In brief, a customer service department is the core of a company.
Can you describe a typical workday?
After 5 years at BonLook, I became quite efficient at my job. I helped develop the position I now occupy as a Specialist Agent. A typical day at work for me consists of tackling 5 different blocks of tasks which are assigned to us randomly each day. I go from linking payments to orders to communicating internally with other departments and laboratories, reprocessing orders that failed our quality control, assisting our staff in stores, and more. Each day is different and represents an opportunity to better the BonLook experience with our clients.
What’s the most important thing about customer service, in your opinion?
I believe the most important thing about customer service is to make it right by our client when we fail to deliver our promised service. A company that cares for its clients and that is open to listening and offering solutions to make its clients happy is, I believe, always a winner! I believe customer service is all about the customer’s experience.
What surprises people most about customer service?
People often believe that we only get angry and mad people over our communication channels. In reality, when the customer service/experience is good, the exchanges we get are pleasant and we receive good feedback. That’s what makes the life and work of a customer service agent more fun.
What’s the most frequent question agents get from customers?
That’s a good question, actually! Mostly, clients inquire about how and where our glasses are made. And about the status of their orders!
What’s your favourite thing about the CS department at BonLook?
BonLook has an amazing customer service department that is unique. You have the opportunity to develop your ideas on how things are being done and we have great communication and access to support when needed. Personally, my favorite thing about the department is that if you put your mind to it, you can grow and get your ideas out there, allowing you to evolve in the department. The teamwork and trust with my superiors are also things I've tremendously enjoyed since I began working at BonLook.
What’s your favourite BonLook frame?
The Rush Tortoise.
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