03 - Mastering Customer Service with Debbie Whybrow

In this episode, Karen Levett chats with one of her top advisors, Debbie Whybrow, who shares insights from her years of experience in customer service. 

Debbie discusses her journey, the skills needed for great service—like empathy, patience, and active listening—and how to turn frustrated customers into loyal advocates. 

They also explore the challenges and rewards of working in a customer-focused industry.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

Transcript

Unknown: 0:00

Karen, welcome to the live chat factory podcast where Karen Levett delves into the latest trends and hot topics in customer service in a digital age. Sit back, relax and join us. Remember your success is our success.

Karen Levett: 0:22

Hi and welcome everybody to number two of the podcast, live chat factory podcast sessions. And today I've got a great guest. I've got one of my best advisors ever from live chat factory here with us. She's going to talk about what customer service means to her. Her name is Debbie Whybrow, and without further ado, I'm going to pass it over to Debbie to introduce herself and tell us a little bit about her role at the live chat factory contact center. So hello, Debbie, and over to you.

Debbie Whybrow: 0:57

Hi. I'm I'm Debbie. I've been in customer service now for well, all of my life, really my work in life, and I've worked with live chat factory for the last four years. I absolutely love customer service. I think it's just within me to help other people, and that's what I like doing most with the role that I currently do at live chat. It involves handling customers, queries, different questions, complaints, and that's done through live chat or through the phone system, and for the clients that we do, it just is a really good way to interact with people and like the customers. The response that we give on live chat is instant, and obviously when you speak to them over the phone, it's just nice way to communicate. Yeah, I still like the phone. It sounds good, doesn't it? Yeah. And so Debbie, what? How did you become a customer service advisor? What was your first role? I started in my first job in a finance company, for a finance company, should I say. And I just loved it, working as a team, interacting with people, working on your own initiative, getting to talk to different walks of life over the phone. And yeah, it was, it's just really lovely. And I think because it's, I don't know, but it's within me. I think I'm a people's person. I like talking to people. I like engaging with people. And it's something because I've enjoyed, I've just carried on really. So every job I've done involves customer service, and you're

Karen Levett: 2:48

Debs, I have to say, but yeah, it is nice to do really good at it. Thank you. It is good to do something you really like, though, isn't it? I must admit, I you know, I get that. Oh, yeah. So in your experience now, we get asked this is like, sounds like a bit of a job interview, but What? What? I think it's really relevant, because what does customer or really great customer service mean to you? Debbie, I think that delivering a great customer service is satisfying. The customer goes away happy the clients are getting a first class service delivered to their customers at all time. And I just think it means that you can keep rapport going with your customers, and when you deliver that outstanding service, not only do you potentially keep them as a customer, but they will then go on to recommend as well. That's a great way. I mean great customer service just means loyal customers. It's a no brainer. I know the listeners will be like, yeah, that's all great, and that's all good. But what's nice to know is, can you, and I know I'm putting you on the spot here a little bit, but can you think of a time when you've had a customer on, it's probably a little bit hacked off, maybe, because that's always a good one, isn't it? When you've, you know, turned one of the one of those customers around, but when you've, when you feel, yeah, I was good there. That was exceptional customer service. And I know that I was, you know, my experience came through there. So is there a particular time or a customer you can think of?

Debbie Whybrow: 4:32

Yeah, I think one that springs to mind, and it always like, makes me stop and think like dealing it's made me learn a few things in my journey of customer service, but one in particular was where a customer was facing quite a lot of problems with technical issues. They'd tried phone in one of our clients, and they'd been passed from pillar to post a little bit. But dealing with us at live chat, it was more on a personal approach. I had to make sure that I listened, because where they'd told me that all the different things that had happened, I needed to make sure that I addressed all of those and we got it resolved. And what was key to that is keeping them can I say, keeping them aware at every stage of what you was doing, keeping them informed, as opposed to, right? Okay, I'll look into that, and I'll get back to you. It was actually explaining what you was doing. And with that, it enabled that customer to build up trust with the person that they were speaking to, and it enabled you to turn that conversation around into a positive one. And also follow up was key on that, because it was quite challenging, but following those processes, and then, even after it was resolved, by following up with that customer, just going that extra mile, just a courtesy call, making sure that everything was now fine and there was no further issues, it really went a long way. And that customer from coming on, possibly being a bit difficult, challenging. Actually went away quite happy, and is still with that organization today.

Karen Levett: 6:29

Yeah, that was a great one. I actually remember that Debbie, it was the product. Was an online product, wasn't it, and it was a lot of money, exactly. Yeah, they couldn't use it, so it was great that you solved that, and they sent you a thank you message. I believe. Was it a letter or a message?

Debbie Whybrow: 6:49

It was a letter. It went on my Hall of Fame,

Karen Levett: 6:53

and that, that is a brilliant Hall of Fame. I know it's great. It's well worth looking at all your accolades just to show off.

Debbie Whybrow: 7:04

But, um, no, I do think you learn from you do learn from those experiences, though, don't you? Yeah, absolutely,

Karen Levett: 7:12

yeah, and you did and you do. I mean, I think that's the only way to learn, isn't it? Oh,

Debbie Whybrow: 7:16

yeah, definitely. And each new situation is different, because all customers are different exactly, but they're all experiences that you pick along, pick up along that journey.

Karen Levett: 7:28

And what do you think how important to skills when, when you're dealing with customers so, particularly a customer like that. I mean, you've just talked about experience. So what about skills? What are the skills that you think you might need to deal with customers

Debbie Whybrow: 7:45

personally, I think skills are key. I think you've got to have patience. I think you've got to have extremely good listening skills, because you need to listen to make sure that you've heard everything of that customer's query to be able to resolve it to a satisfactory conclusion. I think you also need to show empathy is key at all times, depending on that customer service and sorry, the level of customer service, customer and also understanding their needs and their frustration and why, why has it brought them there today to have that complaint or query or questions? Was it something that wasn't clear enough? So it's just really being, being overall, a good listener, taking on board what they say and allowing the customer to talk

Karen Levett: 8:45

great, great skills. Debbie, and yeah, because some customers, they do feel sort of overwhelmed when they come through, don't they? They feel like a little bit, you know, they've wound themselves up sometimes, and it is good to unpick that with, as you say, those skills of, you know, listening, understanding, empathy, and that patience that I know you have so much of which is which is great. So how do you stay, like, patient and calm under pressure? Because you do it so well and now you're awesome.

Debbie Whybrow: 9:19

I think the key to it is when somebody can come on who is slightly irate or frustrated, just do not take it personal, because it's not aimed as you at you as an advisor. The reason why they're agitated is because of their situation that leads them to call in to the organization. It's not as you as like aimed at you as a person, and it's always good to keep that the customer's frustration. It's the reason why they're calling, as opposed to me, and I think

Karen Levett: 9:58

it's always good, yeah, in. That isn't it. It's always good to think if you were in the same situation, oh, yeah, most definitely. How would you want someone to handle it? Yeah, yeah. I always look at it like that. I think you raised a valid point then as well. Because I do think that customers tend to phone people based on previous experiences as well from different organizations, and they do tie everybody with the same brush, but actually, we're unique. We're not like everybody else, so it's nice to be able to offer that level of service. Yeah, it is. It is Debbie that real personalized service, but also that experience which is which is absolutely key. So how do you so say you get you I know you get lots of different customers, different industries, different sectors. So how do you tailor your communication to different types of customers. So how do you engage? Probably is a better way to say this. How do you engage with different types of customers?

Debbie Whybrow: 11:09

I treat every call as a new call, and when they come on, I tailor it to how they're responding to me so they might use, I always give my name. For example, they might say, oh, Debbie, I've got, you know, can you help me on X, Y and Zed, and they've given me their name. So if they've given me their first name, that's how I correspond to them. And I think it's just acknowledging as well during that call what they're actually telling you, so it shows that you're actively listening. Yeah, because some are technical, aren't they definitely and yeah, sometimes I I think when they're when they're on the phone, and it's safe for a technical issue, yeah, it's easy to assume that for them, that we don't know what they're talking about. So it is really key to like, listen and acknowledge and break it down to little bit. So you're helping them every way, so you're not bombarding them, and you're not giving them lots of information all at once. And I do think that that helps build the rapport as well and make it a bit more personal. Yeah, definitely. And, and, I mean, you we do, you know, I mean, we do get some customers. They just want to know you're dealing with it, you're handling it. Or they've got a quick especially on, especially on live chat. I mean, they can come in and it's like, yeah, yeah, when is my delivery? Or this quick question, do you do this? Yes, size 12, you know, it could be something like that. And it's like, yeah, we do it. Just want to be off, but it is. It is about sort of that conversational or being more formal, isn't it? And just, oh yeah, you know, handling that, as you say, you go with once the customer comes on, you evaluate that, and then you take it from there. And I think that's that's really good, exactly, but I think it works, I think from the other side of it as well. Like you just said, you are always going to get those people that ask the question, monthly answer. See you later. Bye, yeah and go. But for us, we always acknowledge that response in the same professional way.

Karen Levett: 13:31

Yeah, absolutely, yeah, yeah. We do. Debbie, so

Debbie Whybrow: 13:34

every customer is important, and we value every one of them, regardless of what some of the conversations are like. But I just think it's key, as well as an advisor, to stay professional all times with that in mind. So it's yeah, you take a step back and you think, no, I'm going to handle it like handled

Karen Levett: 13:59

all the others. Yeah, yeah, definitely, just thinking about that. You know, some of the really, really quick interactions can give us some of the best feedback, which I always find amazing, you know. So at the end, when you look at the feedback, they go, Oh, Debbie was great, or Jenna was fantastic. And you think, we've only had two, sort of two sentences with them or something like that, but it does mean a lot,

Debbie Whybrow: 14:25

oh yeah. And it's definitely, I think it's how you communicate, isn't it? Yeah. And I think how you end something is what they go away with. And I think the end of that conversation is just as key as an important to how you answer it for sure.

Karen Levett: 14:43

Debbie, for sure. So this is something I'm quite interested in. How do you stay motivated on days when you might have had quite a few challenging customers or lengthy interactions? How do you stay more. Vetted.

Debbie Whybrow: 15:00

I try and if I've had a challenging call or challenging live chat, I try to take a minute go through it in my head, see what why it happened, see what I could have done, if there's anything that I could have done to improve the outcome, and I focus on a different task, so it just takes you away from there. But I think it's really important to, like, have your breaks and things like that, to keep you focused and refreshed, but most importantly, sharing it as a team. Because sometimes you can feel you can feel that it's just you, but actually it's what everybody experiences, but it's how you approach it that matters, and it's also how you deal with it at the end. So it is really good to share, and I think by sharing, you learn from that as well, because by speaking to one of the team, they may well have had similar circumstances. And I saw I done X, Y, and said, Oh, actually, that's a good one. I didn't think of that. So you're learning all the time, but I do think it's really key to like, just take a bit of time away, focus on something else, and also acknowledge other people within the team, because they may well have had the same sort of experience.

Karen Levett: 16:27

Debbie as always, great advice, I should say. But Debbie, how do you build trust with customers? Now I'm thinking more on live chat, because that is sometimes quite tricky, isn't it. So how do you feel on live chat that you build trust

Debbie Whybrow: 16:46

again? I think from the outset, you've got to be transparent the way that you can communicate so when they come through with their question, as opposed to just answering that question. Hi, John, how can I help? They give you their quick Do you see what I mean? So it's not just about answering what they need. It's also about acknowledging them as a person. I think it really, it really, really does help.

Karen Levett: 17:18

So I think what you're saying there is, like, really be personalized with them, even though it does feel a little bit, you know, you're not enough, you're not in a friendly space. You can make it friendly by personalizing it. I think

Debbie Whybrow: 17:32

most definitely, and I think it in certain situations, it's easy to just respond and go back to them straight away with the answer, but just to acknowledge, first of all, who they are, I can certainly help with that. It just goes a long way. And I think

Karen Levett: 17:49

not sounding like a bot, not you know, I mean, we do get some customers who say to us, are you real people? Yes, we are. I think sometimes I feel a bit spaced out, but I think, yeah, we're real. We're

Debbie Whybrow: 18:01

real. And I think as well, also, again, it's key to if they've come on as much experience. Doesn't matter how much experience you've got, you will all, all of us will always come across things that we're not sure about. But I think it's again, keeping them advised. So just say to them, like, actually, John, I can help you. I I don't know the answer, but what I can do for you, rather than you holding let me go and find out for you, and I'll come back to you directly. And it really goes a long way. And then once you've resolved, like, once you've found out the answer, and you then correspond again with John, the response is, like, really positive. It's all Hi, Debbie, thank you so much for coming back to me. Because I think, yeah, that possibly from experiences that they gain from elsewhere. They get a person's name or they speak to somebody, but actually nobody comes back. Whereas at live chat factory, we're on the ball, and we do that, and the customer is kept informed again. And I just think it's key. It

Karen Levett: 19:18

is. I think we've all had that, haven't we, Debbie, where we've been promised? Oh yeah, we'll get back to you. And then two days ago, and nothing's happened. And yes, quite right. We don't believe in that, because that goes back again to how would we like to be treated, and that's part of who we are, really, isn't it?

Debbie Whybrow: 19:38

Oh yeah. And I think it's really important not to over promise and and setting ourself realistic like expectations to deliver those answers. It goes without saying, even if you said to somebody, I'd get back to you this afternoon, and you got to back to them at midday, they're over the moon. Oh, they are. But if you didn't give them that expectation, and actually you didn't get back to them till four o'clock, the chances are, because they're working with no expectations, they would then be chasing that again, but you've already given them a guideline when you've made that first interaction with them. So

Karen Levett: 20:21

it's actually more effective, because if you sort of advise a customer, right? I'm going to get back to you by four o'clock this afternoon, say, for instance, and then you do that, they're delighted. If you do it at one o'clock or two o'clock, they're absolutely thrilled. But if you don't, and then at four o'clock, they're really hacked off. But if you don't even give them a time, then by four o'clock, they're even more hacked, because they're thinking, Well, they did say to me, they'd get back to me, and it's, it just escalates, doesn't it? Oh, yeah.

Debbie Whybrow: 20:51

And I think as I think as well, just going back to that if, if you said four o'clock, and it was approaching four o'clock and actually you hadn't got that answer. You give a courtesy call because you're keeping them in the loop at all times, yeah, rather than just keeping them hanging and waiting with no response. So it is, communication is really key in all of it. Yeah,

Karen Levett: 21:16

no, that's That's amazing. Debbie, so what this now, this is a funny one, because, and I totally get this, but I'd love to hear what you think. But what's something customers often misunderstand about customer service that you'd like to clarify? I know what my thoughts are on this, but so they think, Oh, we can solve everything. So what is it that you think you'd like to clarify.

Debbie Whybrow: 21:42

They think that you you know everything. And I think it's really important again, that once you've listened and you found out what their problem or query was, you explain to them, oh, if it's dealt with by another team, you can explain all of that, because I think a lot of people's perception is when they come through and they speak to somebody, whether that be on live chat or over the phone, they expect you to be able to do everything, and within reason, we pretty much do. But there is quite a few areas that you do have to get advice from a different department, or something like that, and I think it's making them aware of that, because I think it's not right to assume, but again, they do assume that everything's dealt with by one person, or again, based on their previous experience with different companies.

Karen Levett: 22:44

And I don't think customers realize that, certainly in our in our area of live chat factory, that we are the voice of the customer. You know, we're the advocates. So behind the scenes, we push for their issue. It's, it's with it's a benefit to us to get things sorted and make sure that we've dealt with that customer in the appropriate way. And I think that's that's where it's good, isn't it? If we you know, we're pushing, we're trying, we're getting the right team. And then once we know that, once we know the answer to it, or the person, the go to, person that's in our knowledge bits, and we don't have to ask that again. That's, that's something we yeah, we can add to our toolkit. Yeah, exactly.

Debbie Whybrow: 23:30

And I think that's imperative, and I think that's one of the good things that we do at live chat, because whatever we learn, it's always in our documentation, and we use that going forward in our processes and things like that. So every journey you learn from, don't you? Oh, yeah,

Karen Levett: 23:50

I think you've got to, I mean, it is generic. I mean, customer service is a moving feast. You know, because businesses, rightly so, want to grow, they want to have campaigns. They want to add new products, new services, and we've just got to be like on it so it as outsources, it is it is fun. It is interesting. Well, I think so, but it is fun and it is interesting, and all the customers that and the questions and the queries, as you say, there's not a lot we don't know at the moment. Debs, I'm feeling pretty smoggy on

Debbie Whybrow: 24:23

the ball. So it's good, yeah? But also it's good because I don't think there's nothing that you can't offer with the live chat service. Yeah, a lot every you can adapt to everybody's needs, can't you, not just the customers, but Well, the customers in terms of our clients, but yeah, so if ever their processes change or anything like that, yeah, we can do it in a heartbeat. We

Karen Levett: 24:53

can. I mean, even if it's via social media, whether it's any of the apps WhatsApp, do. You know, every channel we can adapt to. So, and I think you have to, it's not that we can do you either have to, you know, it's a sink or swim situation, get get on it, you know, if you're going to do it, do it properly. So looking at feedback Debs, because I know you get a lot of good feedback, but at the end of the day, you know, there's always customers. And I'm not saying this is based at you, but for any business, and we have quite a few clients now, who, you know, we do get some negative feedback at times. We do look at it, and it's something you know, we're not when you know, we try and deal with for the for our clients, of course, but how do you feel that feedback, you know works for you? Does it help us? Is it a good thing? Is it a bad thing? What do you think? Personally,

Debbie Whybrow: 25:54

I think it's really good. I think when, when a customer gives feedback sometimes on say, like a live chat conversation, they could praise you on everything that you've done, but say, rate the call as bad, not because of the service that we've delivered, but purely because of their journey from their experience, what they've they've had with the organization, but I think you learn from feedback. I really, really do, and I do think it's it's really good to take the customers feedback on products surfaces, and then we can then pass it on to clients, and that will help their decisions in the future, because they can build them up, and it's like anything, they might not necessarily change processes after one lot of feedback, but if We collate that information, and there's enough evidence to show that actually, if we done X, Y and Z, it would work smoother or more effectively. Then it's worth looking at. So I do think it's really, really important, and even from an advisor's point of view, let's face it, nobody likes criticism. However, I do think that if some, if somebody, is given feedback and it's warranted, then you can learn from it. You can learn from

Karen Levett: 27:36

it. I know I used to have a manager many years ago, and they'd say, Oh, you know, feedback is gold dust. And sometimes I thought, well, that doesn't feel like gold dust to me. You know, you feel you're being criticized. But even if you know you have got negative feedback and it's not something you want to hear, then you can learn from it. But I do believe it's how you say things as well. It's not necessarily, it's not, it's not necessarily the message. It might be the messenger. But that said, you know, all feedback is something we, as you know, senior managers at live chat factory have to give and we have to take it. And it works always. But it is something that's why we like to have all the good stuff. We like all the good feedback. And, you know, we, we definitely, I mean, part of our part of our offer, is that we will improve customer satisfaction within three months, or we'll do the chats, live chat for free. So we've got to put our money where our mouth is. So we know we do really well. We do our best. And I know what you're saying, because sometimes, if it's something out of our control, and they give you a thumbs down, but yet they've had a really great conversation with you, it can be frustrating, but it's great that we can feed that back and hopefully change. You know, get give our clients sort of that advice, where it's up to them then, but you know, their strategy going forward could mean changes. And I think that's that's so, you know, empowering and and lovely to be able to do that for for clients.

Debbie Whybrow: 29:15

I must say, yeah, no, definitely training,

Karen Levett: 29:19

saying that onto that. So, you know, we get feedback and about performance. And, you know, I was just thinking, because I'm putting together some training stuff now. And what kind of training do you think in your customer service role? And it doesn't just have to be with live chat factory, but with whoever in your past, you know what sort of training has

Debbie Whybrow: 29:44

helped you? Personally, I like hands on, like when you're when you're doing it, as opposed to somebody like just talking to you, and then you go away and try it. So I think it's always nice, which we do, don't we anyway, at live chat. But. I think it's all Yeah. What's key to it as well is that once you've had that training, we've all got our pro we've got our processes all documented, and it's easy to Yeah, to go back for reference, but equally, if a client's process is changed, we wouldn't just sit on the fence and do nothing, we would go straight away and update our processes and like our responses. So yeah, I think it's more it's being in control, if you like and like, with the training that we deliver. It's nice being able to do it like side by side, you know, and the help is always there, and I think that's key to it, because some everybody learns in their own time, don't they, but it's nice that they've got the support, definitely.

Karen Levett: 30:58

And you get something from everybody, don't you? So I love listening to everybody, you know, all our team, and sort of seeing what they're bringing to the table. And as you say, it's, it's great, you know, there's always something to learn. So for me, I like, Yeah, I like, I like the role playing, but it's not for everybody. But I think people do get into it, even when they're not sure about it. They do kind of start, you know this, yeah, it brings a bit of confidence out, doesn't it, yeah,

Debbie Whybrow: 31:30

and you can have a laugh, but it does go in, doesn't it? Oh, yeah. And especially, I think role play is really good for those scenarios that you don't hit on a daily basis, yeah,

Karen Levett: 31:41

oh yeah, for sure, yeah. Because,

Debbie Whybrow: 31:42

you know, I mean, so that you can actually try them, yeah. I

Karen Levett: 31:45

think doing something out the box when, when, you know, when things do sort of give you a bit of a challenge. It can arm you a little bit, you know, it can sort of make you feel, Oh, well, look, it's not the end, you know, we can deal with this. We can sort this. It's okay. Debbie, I was just going to ask you, what's the best piece of advice that you've received that helped you in customer service? So maybe something, it could be an or, you know, manager from the past, or or another advisor, somebody's, you know, yeah, I

Debbie Whybrow: 32:16

think it was, I used to in my previous job. It was good because you used to, like, have feedback, like, what we do here, but it was like, feedback on your calls and and things like that, and you had a chance to, like, listen back to them. And sometimes it's not till you hear yourself back and you think, oh, I should have changed that. Or, Why did I use that? But I think it's things like, when you go through on the training for the phones, it's like, your pace, alright, yeah, tailoring and tailoring that call as if it's your first because everybody's needs are different. And I do think, you know, the things that we went through before, like showing empathy using a first name, if that's what they've given, and being a good listener, and, you know, just keeping them informed. I think that's really key on every single piece of customer service that you deliver, whether that be on a live chat, whether it be on a phone, it's really important, yeah.

Karen Levett: 33:29

And it's, it is? It's about that listening, isn't it? Just listening for those signs,

Debbie Whybrow: 33:33

oh yeah. And I think it, and I think it has to be consistent, oh

Karen Levett: 33:37

yeah, yeah. And just listening, I think the experience kicks in, doesn't it? Definitely, I know that I'm a much better, you know, advisor, if I was talking to customers, on handling any customer issue or question, whatever it is, I'm so much better than I was probably 20 years ago, and that's only due to experience. It's not due to anything else, but it does, yeah, it does go a long way that said future now thinking we're dealing a lot now with technology, that's part of all of what we do. AI and live chat is changing. So what do you now? Ai allows us as we know, you know, the reality is, it does allow us to handle more routine tasks, helps us with a lot of what we do, but we are always human. We sit behind that. So where do you see customer service heading in the next five to 10 years? Because it is changing, and it has to change. But you know, we're trying to, I know that in our little part of the world, we're trying to change it for the good and raise the bar. But what? Yeah, where do you see it heading?

Debbie Whybrow: 34:55

Oh, most definitely. I, I think that. And more organizations need a live chat because it's instant communication. And when I say instant, obviously during office hours, but people don't want to be phoning, and they're held in a queue and a queue, and they're going round and round, and it's like that. It just gives them an extra Avenue, if you like, to contact that, that company. And I think what's good about it is, when they do, it's instant. And I just think it's not just, how can I put it? It's not just answering necessary customers queries. You can a lot is open to you to offer that client that you can take the workload away if they're struggling, and we can meet deadlines. Do

Karen Levett: 35:59

we have to? Don't we? So yeah, I think you're right, but I think with technology that helps, helps us, definitely, I think you're quite right. More and more businesses will get conversational support. We'll get live chat, and there'll be more need for AI integration, however, however, I think, from my my perspective, I think there'll always be need for human advisors. I mean, we're humans, we just need, I can't see that not being applicable. And maybe, yeah, maybe way, way in the future, you know, but I'm talking about the here and now and the next few years, from what I see. Because, you know, there's always, as we're humans, we're emotionally charged in situations, you know, we'll get or things get complicated. We're like, you know, we need another human to sort of talk us down, in a way, to say, right, okay, no, it's going to be okay. It's going to be okay. We'll sort this. Not everybody

Debbie Whybrow: 36:59

is technically minded, especially like an older generation, and you have that conversation so many times, or I, I don't use the internet, or I, I don't want to do a live chat, so they do like that personal touch as well.

Karen Levett: 37:18

Yeah, because we don't want to leave people behind who are save an older generation, or who have issues around using devices. Are you? We want to be inclusive, don't we? Yeah, and I think it's about making customers feel valued in a more automated world, that's for sure,

Debbie Whybrow: 37:37

and plus it by offering that it gives them at different avenues to be able to contact that organization. Yeah, so

Karen Levett: 37:45

it's good to have a choice, isn't it, whether it's phone, email, live chat on a website or WhatsApp, but, but you know, always making sure that all those channels are covered and people are getting responses is, is you know key now you'll be glad to hear, Debbie, this is your last question, so make it a good answer. So if, as you have, with all the answers, they've been brilliant. So thank you so much for all your time today. It's been great. Debbie, there's if there was one bit of advice to someone who was, you know, aspiring to be a top tier customer service advisor. They want to be top of the game. What would it be?

Debbie Whybrow: 38:31

Don't rush. Make sure you cover all training that's offered to you. Take one step at a time, listen to feedback and build on that feedback, but most importantly, I would say, Be you, be empathetic, be a good listener and just treat somebody how you would like to be treated yourself, because it actually goes a real long way. Oh,

Karen Levett: 39:03

that's absolutely lovely, Debbie and perfect. And I know that's the way you approach all your customer service interactions, and that's what makes you a top tier customer service advisor. So I'd say, I'd say to you, stay curious, keep learning, because I know you do, and thank you so much for joining me today.

Debbie Whybrow: 39:29

No, you're welcome. Thank you for having me.

Karen Levett: 39:31

It's been great. My pleasure. Thanks, Debbie, and I'll catch up later. Take

Debbie Whybrow: 39:35

bye now, bye, bye, bye. You too. Bye.

Unknown: 39:38

That's all for this episode of the live chat factory podcast. We hope you enjoyed the discussion. If you liked this episode, be sure to subscribe to our show and follow us on social media to stay up to date on all things customer service in a digital age. And as always. Is thanks for listening. Remember your success is our success. You.