• DALLAS
During Customer Service Week on Oct. 6-10, the Army & Air Force Exchange Service (AAFES) honored its more than 200 contact center teammates who, according to Tom Shull, Exchange president/chief executive officer (CEO), “consistently go above and beyond to serve those who serve.“
The Exchange has two contact center teams: one is dedicated to e-commerce and another is specific to the Military Star Card.
Shull said both teams embody this year’s Customer Service Week theme, “Mission: Possible,” which he characterized as “an especially fitting motto, as significant improvements to our online platform and proprietary credit program continue.”
CUSTOMER EXPERIENCE
Crystal Chism, who manages the eComm team, says customer experience scores remain high, as most calls this year are about questions about new initiatives to further strengthen the customer experience.
An Army veteran, Chism was a customer long before she joined “Team Exchange.” She knows how important the team’s work is to the Exchange mission.
Exchange Credit Program (ECP) Senior Contact Center Manager Priscilla Soria said that the introduction of a new-and-improved card a year ago brought many new opportunities to support the best customers in the world.
The ECP team’s customer engagement averages about 2,400 calls a day, which ranges from 100 to 120 calls per associate. Call volume reached as high as 3,200 after the new card launched, as the team fielded questions about tap-to-pay and other new features; how to link the card to Apple Pay or other payment services; and more.
Taking these calls requires knowledge, kindness and lots of patience. There is often little time to pause, but Customer Service Week events and theme days provide a respite for our teammates at the tip of the customer service spear.
THE SPECIAL WEEK
Through the week, e-comm contact center associates are invited to post photos representing the day’s theme, which will enter them in a drawing for a $10 Exchange gift card. There will also be trivia contests each day, with the winner receiving a $10 gift card.
Exchange Credit Program associates have packed nearly 160 gift boxes for the Military Star contact center team. The boxes include Military StarT-shirts, water
bottles, mousepads, bags and carabiners; an Exchange first-aid pack; and $15 Exchange gift cards.
“SETTING THE HIGH BAR”
“It is an honor to serve the best customers in the world with the best customer contact center associates in the world,” Shull said. “These edited teammates truly set the high bar!
“Please join me in celebrating and thanking our awesome customer contact center superstars.
Family Serving Family!”
Source: AAFES
Edited by Larry Lapka
