Picture this: You are traveling home to see your family on Christmas Eve, but you get stuck at the airport due to a snowstorm.
You are waiting in the customer service line, with about 1,000 other people, and your patience is ... waning.
You are hungry, frustrated and need help. By the time you get up to the counter you are ready for a battle, but are pleasantly surprised to find the customer support staff actually helpful.
As you look at the workers running around and trying to help the many people in line you start to feel compassion and gratitude for their hard work. You give an understanding glance to the staff members and imagine that they would like to be home on Christmas Eve too.
Often times customer service people have a thankless job. To be honest, I only talk to customer support when I have a problem, am upset or my service isn't working.
Have you ever had a problem with your CatholicMatch profile? Have you ever been frustrated because you were not getting the matches you wanted and had the added frustration of being single when you don't want to be? Maybe you couldn't understand why certain people weren't showing interest in you? Maybe you forgot your password, or you were having trouble uploading pictures and had to send a note to customer support.
If you answered yes to any of these questions, then you probably know Debbie, Erin, Sandy, Abbey or Nathan.
No matter what the issue is, your concern goes to one of the five people on our customer support team.
Between the five of them, they answer more than 4,000 tickets a month. So this year alone our customer service staff would have answered almost 50,000 customer service requests. The sheer volume of what this small team does is truly amazing.
Often times I have this stereotypical thought that whenever I have to talk to a customer service person, I'm probably getting a call center in a different country and this person could care less about me.
When you contact the support team at CatholicMatch it is easy to forget that there is a real person behind that email. But the five people in this video are just like everyone else. They are not out to make your life more difficult, frustrate you or prevent you from meeting that special someone. They are not a nameless face behind a computer screen, but genuine people who want to do their jobs well and actually help as many customers as they can.
When you get your responses in an email it is easy to forget that there are people who truly care. You don't see their body language or hear the concern in their voices. But did you know Nathan has worked for the company for 15 years? Sandy for seven years and Debbie for five years? And Erin and Abbey for almost two years? Our support team knows what you are going through. They truly understand the concerns and frustrations of all of our customers. And that comes with answering your concerns—daily—for years.
I know this isn't the perfect analogy, but I think of our customer service staff like that friend who is always there when you need him or her. They may not have the answer to everything, but they are always there to listen and help where they can. They may not have a quick fix to everything, but they are there for every CatholicMatch person.
This small, but mighty team is the reason that CatholicMatch is so great. They make it happen. Every. Single. Day. They are smart, hardworking and extremely dedicated.
So as part of our Merry Christmas gift to you, I'd like to invite you into a small part of western Pennsylvania. I hope you enjoy getting a glimpse of the real people who give of themselves every day. I hope you see how truly special they are.
Watch what happens when we pull these great people from behind their computer screens and turn a camera on them.
Merry Christmas!
