DUBAI, UAE :Customer service employees deal with hundreds of inquiries during their shifts. Most interactions are solved on the spot, but some require employees to go the extra mile by showing special care for customers’ needs by contacting the concerned departments and gathering all necessary information to clearly and accurately answer

inquiries. One such example comes from an Emirates Post call monitoring agent, Saif Jehangir Sayed, who has been named as a Customer Experience (CX)Hero by Genesys. The global leader in cloud customer experience and contact centre solutions recognized Saif for helping a distraught customer locate and retrieve an errant, but urgent business letter.

 

Towards the end of his shift on the last business day of the week, Saif received a call from a customer who had mistakenly posted a letter that needed to be hand-delivered to the recipient as fast as possible. With Emirates Post offices closed on Friday, Saif needed to quickly liaise with multiple stakeholders to recover the letter so that it could be delivered on time.

 

Working together with his line manager and the Emirates Post courier manager, Saif came up with a solution to retrieve the letter while ensuring the security of the other posts. On his day off, Saif traveled to the mailbox with the courier manager to find the right letter.

 

“We made sure we knew exactly which letter we were looking for, and then met with the customer to verify his identity,” explained Saif. “The important letter reached its recipient on the right date. I felt happy and satisfied after this experience, as I enjoy solving our customers’ issues so that they receive good experiences. It makes me feel good in my heart. If you have a good heart, people will support you.”

 

CX Heroes is a global award created by Genesys to recognise and appreciate the work customer service agents do. Each year, Genesys receives hundreds of nominations from customers across the globe. The winners are chosen by a panel of industry experts, past winners as well as Genesys executives. The awards were set up to celebrates true stories of customer service agents going above and beyond the call of duty.

 

“Saif is a person we know we can rely on when something needs to be resolved,” said Stephen Stanton, Chief Parcels and Express Officer at Emirates Post. “He is a great team player and professional at handling difficult situations, because he feels compassion for customers as well as other team members.”

 

“Empathy and willingness to find a workaround to a problem are key ingredients to every CX Hero winner,” says Mohammed Afifi, General Manager for Middle East at Genesys. “Every year we celebrate agents like Saif who go the extra mile for their customers that create truly exceptional experiences for their customers. The whole team at Genesys would like to extend its congratulations to Saif for his determination and ingenuity for solving a serious issue for the customer.”