The
16 AUGUST 20
LET’S WIN THEIR HEARTS!
It is amazing how we are now entering our seventh month of operation. What a journey this has been. We are traveling as fast as a 200mph train. The fast pace we live in makes you feel we just started a week ago. We just actually celebrated the anniversary of our first team members we hired in August 2015! July was an enlightening month. We have shown tremendous amount of progress. We have also come to discover and understand how much work we still have ahead of us. Some of our hottest areas are now showing a positive trend and a stable and controlled volume. What an amazing job everybody has done to get us there. However, as expertise grows, the level of demand grows as well. Many milestones still ahead. Many mountains to climb and customers to win. Let’s go a step further together. Let’s now win their hearts. Most of our metrics are showing green today. We are proving that we can get the job done and that we can be fast and efficient. Let’s add an extra component to the equation and win their hearts too! Let’s make
I P K OVERVIEW
TI ON SL EAD
MBS
s e tim A ER P O DA VIS A HR GUILAR •
them love Costa Rica. Every time a colleague contacts us or we contact them, it is an opportunity to create an impression. These moments of contact are the truth in our business and they can make us or break us. These moments of truth can be good or bad and our goal should be to take every moment of truth, even if it is a bad one, and make it great. Turn every moment of truth into a Moment of Joy! Make sure that when the customer leaves the call or closes the case they are leaving with the feeling of a great experience. A feeling that you really care about them. This journey has just started. We have a long way to go but we have come a long way, too. I am confident that every single one of you is in the right path to win our employees’ hearts. Let’s keep adding a personal high touch in every interaction. Let’s make our customers feel valued and appreciated. Take advantage of the opportunity of every phone call, email, Lync conversation, or even SMS to reassure that we consider them the most important part of our processes and leave them longing for more.
customer t x e n r u o e k a Let’s m xt advocate!
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