In our CX – Connection Experts series, we celebrate the individuals who bring empathy, skill, and dedication to every customer interaction. These ‘Experience Makers’ define the standard of excellence in customer experience at ArvatoConnect. Today, we’re excited to feature Suganthi Ramesh, who exemplifies the true essence of customer connection.
Q: What do you enjoy most about connecting with customers in your role?
Suganthi: What I genuinely enjoy most about connecting with customers is knowing I can make their day a bit easier by resolving their issues. Customers often reach out feeling frustrated or stuck, and it’s satisfying to step in and help them feel heard and supported. I love the problem-solving side of my role – every situation is different, so it keeps me on my toes, and I learn something new almost every day.
It’s rewarding when I can turn a challenging experience into something positive for the customer, especially when they appreciate the effort and express relief. It reminds me that even small interactions can have a real impact.
Q: Can you share an example of a time you made a meaningful difference for a customer?
Suganthi: A customer once reached out because they’d been accidentally charged twice for their order. They were concerned, as the extra charge impacted their available funds, and they needed it resolved quickly. I assured them I’d take care of it, collaborated with our finance team to confirm the error, and requested a manual refund the same day.
I explained when the funds would be back in their account and offered a discount code as a thank-you for their patience. A few days later, I followed up to ensure the refund went through smoothly. The customer was relieved and grateful for the fast response, which transformed their initial frustration into a positive experience.
Q: What strategies or habits help you maintain a high level of customer service?
Suganthi: One habit that helps me is approaching each interaction with a ‘first-time mindset.’ I treat every customer as if it’s their first experience with our brand, focusing on making them feel valued and supported. This keeps me patient, attentive, and willing to go the extra mile, regardless of how routine the issue might seem. It also helps prevent burnout and keeps me engaged, ensuring each customer receives my best effort.
Q: What advice would you give to others looking to excel in customer experience roles?
Suganthi: My advice is to really listen to the customer before jumping to a solution. Taking time to understand their concerns builds trust and helps you resolve the issue more effectively. Be open to feedback, even when it’s difficult to hear, as it’s the best way to grow. And stay patient and adaptable, since every customer is unique.
Q: In your opinion, what makes someone a true ‘Connection Expert’ in CX?
Suganthi: A true Connection Expert in CX is someone who listens carefully to the customer, understands their needs, and stays calm and positive even in challenging situations. It’s not just about fixing the problem – it’s about making the customer feel valued and supported. A Connection Expert focuses on creating a great experience that keeps customers coming back.
Suganthi’s dedication to providing meaningful, high-quality service embodies what it means to be a true Connection Expert. We’re proud to highlight her commitment to customer experience, and we look forward to sharing more inspiring stories in our CX – Connection Experts series.
