--- title: "Agents Who Are Customers Too: Enhancing Customer Experience with First-Hand Insights" description: Discover how Working Solutions agents, who are also genuine consumers, enhance customer experience with their unique insights and credibility. image: https://info.workingsolutions.com/hubfs/Agents%20who%20are%20customers%20Jennifer.jpg --- [![working\_solutions\_30th-02\_B2Brevision](https://info.workingsolutions.com/hubfs/working_solutions_30th-02_B2Brevision.svg "working_solutions_30th-02_B2Brevision")](https://workingsolutions.com) [![working\_solutions\_logotype](https://info.workingsolutions.com/hubfs/working_solutions_logotype.svg "working_solutions_logotype")](https://workingsolutions.com) # Agents Who Are Customers, Too. At Working Solutions, our agents embody the unique position of not just representing, but also being genuine consumers of the brands they advocate for. This dual perspective empowers them with the credibility to endorse the brand and leverage insights gained as customers themselves to better help others. By sharing their own experiences and understanding, our agents build trust, which is pivotal in supporting customers, answering questions and resolving issues. Through this blog series, we will highlight how our agents' intimate knowledge and enthusiasm significantly enhance client success and elevate the customer experience (CX). ## Jennifer: Supplemental Learning Center Customer and Agent Jennifer has worked on our supplemental learning center client's program since 2018, and when she noticed her son needed additional learning support coming out of the pandemic, she knew exactly where to turn. Jennifer has seen her son continue to excel after working with the learning center team. Now, she’s able to leverage her first-hand experience to help other families. “It's never a fun situation to reach out when your child is struggling. It’s always very stressful. To have that person on the other end that can reassure them, ‘I've been there. I've been in your shoes. It's going to work. Trust me.’, a lot of parents really appreciate that.” Aware of the client's distinguished 45-year history in the educational field and with a background in education administration herself, Jennifer naturally was drawn to the opportunity on the learning center program. She knew it would be a good fit for her. "It's definitely progressed to being a wonderful fit for my son as well.” ![jennifer\_agents](https://info.workingsolutions.com/hs-fs/hubfs/jennifer_agents.jpg?width=409&height=527&name=jennifer_agents.jpg) ## Insight That Shows #### From Uncertainty to Relief Many parents initially feel uncertain when seeking tutoring services. As someone who has navigated this process, Jennifer can share her experience witnessing her child's progress and growing confidence, ultimately finding the relief and support they sought. That’s what other parents can experience as well. #### Clear and Supportive Based on personal experience, Jennifer can attest to the progress meetings with the client's local learning center director to discuss her child's development, areas of focus and future goals in a clear and supportive manner. #### Firsthand Experience Many parents are interested in how the center itself is laid out, not wanting huge classrooms, but something that facilitates independent learning. Jennifer says that’s what the client is all about, and she can talk them through it based on her firsthand experience. ![Mom with kid in computer](https://info.workingsolutions.com/hs-fs/hubfs/Photo%20with%20kid.jpg?width=1284&height=743&name=Photo%20with%20kid.jpg) ## Results That Matter --- ![smiling-mom-with-small-son-lying-on-bed-and-lookin-2023-11-27-05-01-03-utc copy-1](https://info.workingsolutions.com/hs-fs/hubfs/smiling-mom-with-small-son-lying-on-bed-and-lookin-2023-11-27-05-01-03-utc%20copy-1.jpg?width=3808&height=3808&name=smiling-mom-with-small-son-lying-on-bed-and-lookin-2023-11-27-05-01-03-utc%20copy-1.jpg) **Quality Assurance (QA)** QA average → 97+%. QA goal → 85%. ![Girl writing in paper while looking at another person](https://info.workingsolutions.com/hs-fs/hubfs/partial-view-of-brother-and-sister-doing-homework-2023-11-27-05-17-48-utc%20copy.jpg?width=900&height=900&name=partial-view-of-brother-and-sister-doing-homework-2023-11-27-05-17-48-utc%20copy.jpg) **Inquiry to Assessment (ITA)** ITA → 49%. ITA goal → 40% ![Dad with son in front of a computer](https://info.workingsolutions.com/hs-fs/hubfs/african-american-father-and-son-2023-11-27-05-23-20-utc%20copy.jpg?width=900&height=900&name=african-american-father-and-son-2023-11-27-05-23-20-utc%20copy.jpg) **Inquiry to Booked (ITB)** ITB → 66%. ITB goal → 60% > “A lot of parents are unsure when they call in. They’re reaching out for help and trying to figure out what's going to be best for their child. As a parent that has gone through this process, I am able to deep dive into more details on exactly what to expect.” ##### Jennifer T. 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