I just wanted to take this opportunity to identify an observation that was one of the most genuinely sincere and caring I have had the pleasure to witness.
Whilst on the shop floor in Crossgates, I was in the middle of a sales observation of Owen. When an elderly gentleman came and was served by Oliver.
The gentleman was a little stressed due to the increases in his broadband bills with BT, Oliver sat the gentleman down and began to calm him and address his concerns.
Oliver identified the customers issues and immediately began to find a solution to not only reduce his bills but ensure the correct solution and services that the customer wanted.
He further identified that the customer was suffering a vulnerability with his eyesight and even addressed this and offered to place a vulnerability flag on the customers account in case his condition deteriorated.
Although Oliver was very clear in his solution the customer was still hesitant, Oliver then asked the customer if he had anyone at home he could discuss this with as he had been with BT for so long and was a little worried about switching to new EE.
Oliver then went through everything he had discussed again to ensure it was clear with the gentleman and then booked the customer an appointment to come back next week, the customer left physically lifted.
Oliver was sincerely compassionate and truly put the customer and customer outcome first.
Kindest Regards
John Clark
Assurance Manager,
Omnichannel Risk, Compliance & Assurance