Customer Resolution Agent Review

I am a customer resolution agent, I am a frontline agent on Webchat for British Gas Lite. My role involves, taking 2 chats, helping customers deal with their query's and try to resolve their query whilst on chat, raising complaints and working them weekly.

I have learnt about complaints and how to recognise and handle a complaint, I have learnt outbound calls which is a new skill for me. I have developed my formality and customer service further and my attentiveness.

I do really enjoy my programme, I find it very interesting and I love finding the best resolution for the customer to make them satisfied. The thing I find unjust is that we do not get bonuses like previous apprentice's did.

It is very well structured and is always organised.

I receive a lot of support my from employer. He is very helpful and pushes us to do our best all the time. He does not sugar coat things and is always honest so we know what to do to improve.

I feel like I do receive a good amount of support, when I need help she is always their to help me and will explain what I need to do better and how I can improve my work.

It helps with my COWRY and structuring messages to customers and gives a better understanding from the customers point of view.

Yes there is.

Yes

British Gas is such a friendly environment to work at, you get treated fairly and you have your freedom to work how you want to work, it is not a place where everyone should work the same.

Be confident, show leadership skills, don't be quiet, speak up.