Powerful 'ICDer' Stories | Who's on the other end of the line?
We present the latest star in ourseries of storiesabout the
people who make up ICD. Let's find out who we're meeting today...
“Hello, ICD Customer Service Center, how can I help?”A familiar greeting, but who is behind the voice on the other
end of the line?We present today's
protagonist, ZixiongClient Support
Specialistfrom the ICD Service Operation
Center (iSOC)– one of the
people behind this voice.
Shy and quiet on first
how do the communication skills of
and bred Zixong match up to the task of
ICD's 24/7 customer service
The below numbers give you a good idea：Every year, ZixiongHandles over 10,000 troubleshooting casesAnswers over 3,000 calls
Checks over 45,000 emails
Creates over 2,000 RPM files
Responds to 98% of troubleshooting cases within 15
– even on weekends and holidays!
impressive statistics clearly demonstrate
Zixiong’s focus and passion for his work.
Even for the seemingly insignificant act of
picking up the phone,
Zixiong has a carefully thought out
process:“I always aim to pick up the phone between the first
and the second ring.”
"Emotions build up over
time. If we delay in answering the
phone, the client may become
frustrated and it may affect their work.”
Although Zixiong never communicates
with clients face to face, he demonstrates
professionalism and empathy on every call. He quietly pours his heart into every small detail of his work, making him the well-deserved star of this powerful story.
There are many colleagues at ICD, who work on
the frontline serving clients like Zixiong.They give priority to customer service regardless of personal gain
and loss, and always put customer
you are passionate about your work, committed, and full of positive energy, you too can be the star of your own powerful story!We
want to hear from you! Send your powerful ICDer stories to us at firstname.lastname@example.org.