ASSISTANCE AS A PROFESSION:
Reassure, rescue and resolve
From the very first contact, assistance coordinators know they have to find a quick solution to a customer’s problem. Always in control, they will assist your customers in emergency or day-to-day life situations, for example:
- A traveller with health issues abroad
- A motorist with a flat tire
- An elderly person with health problems
- A couple facing legal problems
ASSISTANCE IS A PROFESSION
Our specialists need to show excellent coping skills, proactivity and high resistance to stress, in addition to being familiar with a variety of technologies and, in some cases, many foreign languages. Assisting someone means going beyond customer service, because the well-being and sometimes even the life of a customer may be at stake.
The assistance coordinator’s seven skills
EMPATHY
Demonstrates compassion
Perceptiveness
Identifies and understands the true nature of the need
Sense of urgency
Immediately takes charge within contractual guidelines
Efficiency
Guides the customer to the optimal solution
Agility
Coordinates interventions with partners
Proactivity
Anticipates how events will unfold
Communication
Informs and reassures the customer
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