Reaching out to customers at Lebara

We put our customers at the heart of everything we do.

We are proud to have been awarded ‘Best Large Contact Centre’ two years in a row at the European Call Centre and Customer Service Awards, 2012 and 2013, and various others at the UK Customer Experience Awards in 2011, 2012 and 2013.

Our workplace culture is based on ‘SMILE’, which is an acronym for how we interact with our customers – by being ‘Supportive’, establishing that ‘Moment of Connection’, treating them each as ‘Individuals’, making sure we ‘Laugh’, and demonstrate ‘Empathy’. This behaviour drives our high levels of customer engagement; it is at its best when we empower our employees to make their own decisions every day. We don’t have scripts, we don’t impose time restrictions or pressures on how to handle calls, and our managers are measured on team NPS and staff engagement scores.

Ghada Almahdi, one of our Lebara Netherlands Customer Service Advisors who handles phone, email and social media interactions, spoke with a very sweet lady with a network issue. The customer’s issue was quickly resolved by helping her to manually reselect our network but she was really worried she hadn’t been able to call her elderly and ill mother in Indonesia. The customer also mentioned her beloved husband had passed away a few weeks before.

Ghada wanted to make this customer smile at such a difficult time so called her back, confirmed her address and sent her a bouquet of flowers and card with the message:

‘With these flowers we would like to let you know that we at Lebara are thinking about you, and we’re always open for a chat if you’re having a hard time. Our sincere condolences for the loss of your husband, and we wish you lots of strength for the coming time’.

With kindest regards,

Ghada

The customer called us to say how happy she was when she received the flowers and card, and said thank you over 10 times. She said that the flowers had put a smile on her face for the entire day, and made her forget her problems for a little bit.

Ghada is a real role model for Customer Service at Lebara. She makes her customers SMILE, delivering an excellent service that’s visible in her high NPS performance. That’s why we’ve nominated Ghada as a Lebara Champion, and also invited her to an award Gala night event to say thank you.

Lebara, one of Europe’s leading mobile telecoms operators for foreign nationals and migrants, is widely acknowledged for its ongoing commitment to serving its global customers and communities by providing high quality, low cost products and services.