HITTING THE MARKET in 2012 with Skinny Mobile prepay packs, Skinny is now an award-winning internet service provider and offers both prepay mobile and broadband packages. As a smaller challenger broadband provider, Skinny’s main objective is to keep prices low and customers happy – and it has proved to be a winning formula.
Skinny’s brand purpose is all about the customer: they take the job of listening to feedback and providing amazing service – while maintaining an upbeat attitude – extremely seriously
As a brand, Skinny is fun, cheeky and more casual than some other providers. To differentiate further, staff treat customers as individuals. They speak in a language that matches the customer’s level of technical ability, and strive to solve the customer’s query the first time.
To become a Skinny customer service agent, the basic foundation of ‘loving to help’ is a must. Every agent should have patience, empathy and a willingness to go the extra mile. If they have a similar interest as a customer, they are encouraged to talk about it and build a relationship. For this reason, the company doesn’t have handling time targets measured in seconds.
Staff are supported extensively through robust coaching, personal development plans, and a monthly rewards programme. With the soon-to-be launched bot across online platforms to help solve simple customer queries, staff will be able to spend more time on more complicated technical queries that make them feel engaged and motivated.