WOW Moments: Tell us your story!

TDCT Operations & Technology

WOW Moments: Tell us your story!

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Meet our winner Orly Shamir!

WOW Moments: Tell us your story! Orly’s TD journey began six years ago as a Bilingual Small Business Recovery Officer within the Account Recovery and Fraud Management Group. Since then she has filled multiple roles in O&T and currently supports our Creekside Estates team as an Estates Officer.

Orly is an inspirational employee with a passion for delivering an exceptional customer experience at every interaction. She also advocates for diversity and equality by actively participating on the O&T Diversity Council and the National Federation of the Blind (NFB) Convention.

Orly demonstrates her commitment to the customer experience in her Wow Moment. We asked Orly the following questions to better understand what the customer experience means to her:

What is one thing you have learned on your customer experience journey?

With over 10 years’ experience in the customer service industry I have made it my mission to always provide an exceptional experience. I’m always willing and looking for ways to touch others in a different way. My passion and goal is to ensure the needs of the customer are heard, acknowledged and understood. Making someone feel special and cared for isn’t unattainable when you make it your mission prior to entering into the interaction.

Is there something from this story you hope will inspire others?

There are many opportunities to make a difference in the lives of others. Instead of shying away from challenges we should always try to get involved and help. We will walk away not only making a difference for that individual but for ourselves as well. This is where I find my passion and positive energy.

How do the members of your team encourage one another to create legendary customer experiences?

My team leader is always encouraging us to uncover Wow Moments about ourselves and others. Since writing my Wow Moment I have received recognition through team meetings, a Spotlite award, and E-cards. Our department goes above and beyond to encourage everyone on the team to support the customer experience.

Thank you for sharing your story Orly! You have proven that a legendary experience can happen anytime and anyplace.

Would you like to nominate a story for our next bimonthly winner? Please forward your Wow Moments to the Customer Experience Team!

Providing A TD Customer An Independent Banking Experience!

After leaving work I was dropped at our TD branch Bathurst and Sheppard location, to do some banking before going home to continue my cooking for the new year. r was in a huge line up to get to the teller’s counter. Now it was somewhat much busier than usual, as this branch is one located in a predominantly Jewish area. There was a lady in front of me speaking on her cell phone complaining about the incredible line up for her to withdraw some money. I didn’t mean to over hear her conversation, but I have such incredible hearing I can’t help listening to several conversations all around me everywhere I go.

At that time I didn’t realize that she was sight impaired. She had a heavy accent and from what she was saying, it didn’t seem like she had been living in Toronto for a long time. All of a sudden I heard her say to the person over the phone that she had a lesson that morning from the C.N.LB. for orientation and mobility. So I clued in that she couldn’t see.

I politely tapped her on the shoulder and asked if she was only here to withdraw money? She said yes. I told her that I work for TD Canada Trust and that I’m visually impaired as well. I started to explain that there is a way to access the banking machine, using speech technology.

She finished her call and seemed very excited to hear that. I asked her if she wanted me to take her out of this incredibly long line up and show her how to use the banking machine. She explained that she’s new to Toronto, she’s come into this branch before and was never told about this option. She explained that the C.N.I.B. had been taking her out for lessons and when showing her how to navigate this area and the bank, this had never been mentioned before.

I told her that I would be very happy to help her and also give her anymore information that she might need as a newcomer to Canada and being a sight-impaired person myself I can share so much that she might not be aware of.

I guided her to the front of the bank where the machines were located. The line up was crazy and it was just hours before a very high Jewish Holiday. I took out my personal headset and explained to her that the bank will provide you with a headset if you request one. But you can use any headset – i.e. your cell phone headset if you have one.

I started to explain to her how it worked and showed her the layout of the front of the machine. I took her hands and showed her where all the buttons were situated and where to plug the headset in. I explained to her that the voice will walk her through the entire process step by step. She started to listen, and slowly, with some questions completed, her transaction was successful.

I also explained that she can do other banking transactions here at the machine and it would save her time and frustrations of navigating through line-ups.

This truly isn’t fun, and a major challenge for someone with limited sight or no sight at all.

She asked me how I knew that she was sight impaired, if I couldn’t see myself. I had to come clean and admit that I heard her speaking over the phone. She was so thankful and you can see that she appreciated being told about services that she didn’t know existed as a sight-impaired person.

I asked her if she’d like to come out of the bank with me to a quieter spot, so that I could share some more information that will assist her. While walking out she told me that she recently came with her parents from Sri Lanka because Canada has so many more opportunities for disabled people than back home. She was so happy that she has a real chance for a independent future now. Back in her home country she hardly had anything available to her, even her school was segregated.

She also was very interested to learn that I work for TD and have 3 boys. I took some time and shared with her contacts of other services that I know TD offers for customers with a sight impairment – i.e. Braille statements etc. She had a recording device on her and recorded the telephone number for Easyline. I also shared some other telephone numbers of services, agencies and websites that can be of help to her.

I was a little saddened to hear about what her life was like and how disabled people were treated, and how they were perceived as incapable of much back in her country. She didn’t even know about so many adaptive technologies available to her, or know anything about guide dogs. I gave her my number if she needed any more information or help. She jokingly asked if I help customers at TD like this all the time. I explained I was in customer service before and loved it. Now I work at our Creekside Branch Service Centre, mainly on the computer only, and not at the branch. If there is ever a customer with a need, I wouldn’t hesitate to assist them in any way I can. Exceptional customer service is my number one priority.

She thanked me for eavesdropping on her conversation. (Well she said it using different words.) She said that she couldn’t believe that I couldn’t see as well, because of the way I moved around and helped her like I could. I explained that she will find that with time and hard work she will become more and more independent and able to do whatever she wants to.

She was also not happy that no one shared this with her before from either the bank or C.N.I.B., who have been supporting her since she moved here. I mentioned that she really needs to ask so many questions sometimes in order to get what she needs from others.

She thanked me for taking the time and losing my place in line. I told her that I was so happy to have helped her and that making a positive difference in her day is what makes me happy. I walked with her to the bus stop and then proceeded to go back into the very busy branch.

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