Agents Who Are Customers: Enhancing Your Customer Experience

Working Solutions agents, both current and past, are often customers of the clients they serve. Because of that, agents believe in the brands they sell and service.

Agents can speak with authority about the merits. Explain distinct features through personal insight. Their familiarity gains consumer confidence, retaining customers and earning new business. We see this as a key factor in our decades of success providing personalized solutions.

This series shows these contributions to client success and the best customer experiences (CX).

Makayla: Department Store Client's Customer and Agent

On top of 10 plus years of retail experience, including front-end management, Makayla has worked on our department store client’s program for almost 2 years. “I really take pride in providing someone with the same experience that I would expect to have if I were in their position.”

Even before her work on the program, Makayla has a long-standing connection to this department store, known for their exceptional customer experience. Her great grandmother shopped there before she was born, and that personal connection to the brand continues. “I grew up going to the store, and it’s been a mainstay for me throughout my whole life.”

Her passion for the brand extends beyond work and really shines when sharing her experiences with the client during the holiday season. “No matter who you’re shopping for, you can always find something there. It's not Christmas without seeing their brown box under the tree.” And that passion and expertise comes through when helping other store customers.

Speaking from Experience

Makayla happened to be wearing the same turtleneck a customer had questions about. She was able to speak from experience to its high quality, affordability, and versatility, highlighting how the client offers essential wardrobe pieces that are durable, well-fitting, and easily paired with other items.

Personalized Service

Based on her own positive experiences with client’s cosmetics department and matching service, Makayla recommended their personalized makeup consultation to a client seeking the perfect foundation shade.

Meaningful Recommendations

Drawing from childhood memories of taste tests at the client’s store demo days or recent orders as an adult, Makayla enjoys recommending their fudge flavors, including the popular chocolate walnut, and other favorites like chocolate mint and raspberry cheesecake.

Hands holding a phone and making an online purchase

Sales and Cross-Selling Success

“I can provide insight on products, which has definitely been helpful with my success in getting sales through and even cross selling to my customers because I can vouch for the products myself.”

Pride in Creating Exceptional Experiences

“Customers have very high expectations for the client when it comes to customer service because we provide that so well in store, and I want to make sure people are getting that same treatment online as well.”