Let's connect with Eun Bie Lee of Baptist World Aid Australia. Please leave your comments and questions for Eun Bie below. If you are interested in being featured in a member spotlight please email customerreference@8x8.com
Tell us about you, your company and your role.
My name is Eun Bie Lee. I lead the Support Engagement team for Baptist World Aid Australia, a Christian nonprofit agency that is working to end poverty. I'm based in Sydney, Australia. Our team manages customer service, donation processing, sales and gifts in wills. I've been with the organization, in a variety of customer facing roles, for about 3 1⁄2 years.
What path led you to your current company?
Prior to joining Baptist World Aid, I worked in the hospitality industry, which served as a transitional role between university and deciding my next steps. Over the course of five years in hospitality, I gained valuable experience where customer service was a fundamental aspect of the job. Starting as a part-time worker, I gradually progressed to become a manager overseeing three stores, allowing me to develop my customer service skills naturally.
The path to my current company was a combination of my desire to explore the nonprofit sector, my previous experience in hospitality, and the fortuitous alignment of my skills and the available roles. Although unexpected, this journey has led me to where I am today.
Where do you find professional inspiration?
We find new ways to learn and seek inspiration through multiple avenues. Our manager, with her sales background, provides valuable training and guidance. We also look at other organizations, especially similar not-for-profit organizations, to learn from their approaches. However, as a smaller Christian organization with a unique supporter base, we don't always find direct case studies that align with our demographic. So, we adapt by taking bits and pieces from different sources, experimenting, and tailoring our methods to best serve our supporters.
Tell us about something that you and your team are uniquely trained to do.
We maintain many safeguarding practices around vulnerability. We pride ourselves in being able to follow best practices in terms of doing the work that we do in the field, but also in terms of when we're contacting supporters. We've received a lot of training around identifying vulnerable people. We don't want to receive a donation from a vulnerable supporter, so that's something we constantly check when we're calling supporters and receiving calls.
What advice would you give to someone pursuing a career in customer service?
In pursuing a career in customer service, crucial advice is to not take things personally. Remind yourself that customers' words are not about you as an individual. Taking things personally hinders resilience and makes dealing with negativity more difficult. Understanding that reactions are not personal attacks helps maintain professionalism and focus on excellent service. By keeping this perspective, you can navigate customer interactions effectively and provide exceptional service.
What are your hobbies?
In terms of hobbies, I have always been a Marvel fan, particularly enjoying the character of Iron Man. However, since the events of Endgame and the departure of Iron Man, my enthusiasm for the Marvel franchise has waned a bit. Nevertheless, I did find renewed enjoyment in the Guardians of the Galaxy series. I learned to crochet during the COVID lockdown and stuck with it.
Last book you read?
I just finished a book called 40 Days of Decrease. It's a Christian book about decreasing life's unnecessary details, such as regret. It was a really good book to read. I'm currently reading the entire collection of Sherlock Holmes which has been fun.
What would you say are the top three CX best practices?
The top three CX best practices are effective listening, clear communication, and balancing firmness with empathy. Active listening helps understand customer frustrations, while clear communication and managing expectations prevent misunderstandings. Striking a balance between firmness and empathy allows for effective problem-solving while maintaining a respectful approach. These practices enhance customer satisfaction and create a positive experience.
Would you recommend 8x8?
Absolutely! I highly recommend 8x8 as it has transformed the way we operate. The reporting capabilities have made everything so much easier and accessible, saving us a significant amount of time. The platform's all-in-one functionality has streamlined our communication processes, eliminating the need for multiple windows and making everything more intuitive.
During the demo, we were amazed by the features we were missing out on with our previous system, Cisco. Now that we have those features at our disposal, it has been truly remarkable. While there was a learning curve during the transition, both at the supervisory level and for agents, the overall experience has been exceptional.
From the perspective of a supervisor, I'm particularly impressed with the reporting features, while agents appreciate the increased control they have over their calls. The system has exceeded our expectations, and I wholeheartedly recommend 8x8 to others.