Get a fresh perspective from an Infare Insider. Learn more about the people behind our success. This month, we interviewed Tobias Nyrop, Head of Customer Support Service at Infare.
Tell me a little about your background
Soon after graduating from College with a Business degree, I quickly entered the travel industry doing an internship for the largest Danish Travel Agency before joining Sterling Airlines as a Revenue Manager. I then joined Infare in 2006, as employee number 7 where I started as a Key Account Manager and took over the leadership of the Customer Support Service team later in 2011.
What do you like about your job?
The daily communication with customers from all horizons, being exposed to different cultures throughout the experience. Developing our team culture to conduct “customer excellence” with a personal twist is also something I particularly enjoy.
Do you believe customer service matters to a business?
Absolutely yes! I strongly believe in the bond between companies and their customers. I sometimes even compare it to friendship which makes a few people smile. I have seen many companies who neglect the importance of customer service and with time they all fail. Buying something from someone is easy once. Buying several times and establishing a sustainable long-term partnership demands way more. I have been blessed with the management team at Infare as they share the same view. And I strongly believe that our customer service is a big part of the reason why we are so successful.
What’s the best customer service you’ve ever received? Why? And did you apply this to your job?
I recently had to find a spare part for an old loft hatch in my apartment which was no longer being produced. I contacted several companies and they all told me that I had to change the loft hatch to a new one and that it would cost a significant amount of money. Fortunately, I contacted one last company and got in contact with an experienced gentleman who spent 3 hours of his time researching and finally found the spare part and for a mere cost. That is what I call going the extra mile for both me as the customer and the company he works for. He won a new customer and many more to come. It’s about the experience and the care.
What are the top reasons customers reach out to customer service support?
Subscription changes. Data questions. Usability questions. More importantly customers do contact us as they want to know how we see the future of competitor data and how to use it.
Can you tell me about a time when you were proud of the level of service you gave a customer?
I have been proud many times but, most recently, one of my team members went the extra mile. He set up regular calls with a customer whose organisation was ongoing many changes. Knowledge transfer was getting lost. Clarity around their subscriptions and use of data was getting blurred. We helped them get back on track quickly. As a result, we have a very grateful customer whose business is flourishing.
Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?
Yes, it happens sometimes but we stick to concrete information. Collecting data is a complex world and there can be many reasons why a customer thinks that he/she does not get what his/her company subscribed for. We always aim at communicating the reasons based on concrete facts, in a non-technical verbiage, as we know that all the customer wants ultimately is to be able to do his/her job and relies on the data we provide.
What advices would you give to others who want to uplift their career in customer service support?
I believe customer service is in your DNA or not. However, there are essential competences and behaviours that can be learned.
- Attitude – you need to be positive and willing to support, as obvious as it seems.
- Body language – customers may not always see you as interactions are mainly on the phone, but your body language says it all. Smile on the phone. Seat straight. Be open.
- Energy – you need to be out there, full of energy and listen actively. No-one wants a snore on a call.
- Passion – there are good and bad days in all jobs, but if you have the passion, you can accomplish it all and find that drive which makes the difference.
- Be punctual and prepared – there is nothing worse than receiving the answer to your question but too late or vaguely. Be on time and know your stuff.
- Be curious – one cannot do the same thing over and over again and expect different results. Learn from other colleagues, from customers, from everyday life and bring it back to life in what you do.
- Going the extra mile – solving issues, finding answers to questions is good. Aiming for excellence is way more fun.
You have one last word. What is it and why?
I believe that sharing common values is essential to the health of an organisation. Without values people work towards different goals, with different intentions and achieve different outcomes. Within the Infare Customer Support Service team we share three main common values:
- Quality First – Do it right the first time
- Communication – It’s all about communication between people, the rest is technology
- Do Care to Share – Customers are ok to wait, as long as they know how long to wait for.
For more questions, feel free to reach out to Tobias directly at firstname.lastname@example.org
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