The CX Leader Podcast | A resource for customer experience leaders A Space for Customers
Oct 15, 2024
In this engaging discussion, Andrea Cedillo, Head of Customer Support at ParkHub, shares insights on optimizing customer experiences in parking management. She highlights the critical role parking plays as the first touchpoint for event attendees and how an innovative app transforms that experience. The conversation delves into the importance of soft skills in customer service and strategies for employee engagement that bolster team dynamics. Andrea also discusses achieving exceptional customer satisfaction scores and the adaptability required during seasonal events.
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Andrea's ParkHub Journey
- Andrea Cedillo started at ParkHub in 2017 as a support agent.
- She left but returned later due to the company culture, now as a manager.
Around-the-Clock Support
- ParkHub's support team works atypical hours to accommodate events.
- They are available seven days a week, including holidays, from 7 a.m. to 11 p.m. Central Time.
Authenticity over Scripts
- Use an authentic, unscripted approach in customer interactions.
- Encourage support teams to use their own voice and personality.