"I thought I had to be professional"
That was the 💡 moment. This was a training and culture issue NOT an agent issue that blocked great #customerexperience. Here's the call...
📞"I'm sorry that I didn't get docs in. I know you needed them by this weekend but...well...<chokes up a bit>...my uncle died and we were dealing with all the arrangements...<chokes up more>...we were close <trails off>..."
<5 second pause>
🎧"Well...if you can just get those docs to us by Tuesday, we'll be able to proceed with your loan otherwise we'll have to withdraw you from the process."
😲😲
GASP! All of us listening to the call had the same shocked look on our faces and inability to talk. What happened? We knew this agent. They were a wonderful person! Super caring! Always the one to help the team and (usually!) the customers. What happened?
The agent's answer, "I thought I had to be professional."
THAT'S when we realized WE failed our agents. We were inadvertently teaching them that being human was not professional.
This was OUR failure NOT the agent's.
We made immediate changes to amplify how #humanity can co-exist with process and rules and celebrated that agent for their honesty.