Young Living - Front-Line Customer Service Team of the Year

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Company: Young Living, Lehi, UT
Company Description: As the world leader in essential oils, we believe that everyone deserves a life full of abundance and wellness. Our vision is to bring the life-changing benefits of essential oils to every home, family, and lifestyle. Because of our proven commitment to provide nature’s best, millions trust us to deliver superior essential oils.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries

Nomination Title: Front Line Customer Service Team

Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Young Living is driven by our unrelenting commitment to quality. To ensure our products contain only the most wholesome ingredients, we utilize a proprietary Seed to Seal® process that involves choosing the finest seeds, cultivating plants in fertile, unpolluted soil, then distilling and testing our oils using the highest standards before stamping each with the Young Living seal of approval. In the last year, we made it our mission to ensure everything, from our products to our front-line support, is motivated by our Seed to Seal guarantee.

Quality begins with the finest seeds, our most valued resource. In Member Services, that resource is our employees. Leveraging referrals has proven to yield the best recruits. Knowing the power of social media today, we challenged employees to share a personal invitation to join our Young Living family. The entire member services floor created personal posts explaining why they love their job, many of which were shared several hundred times. Implementing this strategy throughout the year resulted in increased retention, producing more tenured agents capable of providing legendary service.

Seeds must be cultivated to flourish. In the same way, employees need to be empowered with the skills necessary for success. We added an essential component to our new hire program that involves taking every trainee to the farm and warehouse to experience our Seed to Seal process firsthand. At the farm, agents walk the fields learning how to find the best plants and seeds to harvest. In the distillery, they learn how to test oils for impurities. At the distribution center, agents have the opportunity to experience the pick line, learning how orders get to Members’ homes. This new program continues to help agents gain a greater understanding of how their job fits into the Young Living vision, and their confidence and performance has improved exponentially as a result.

Distillation is about providing raw materials the opportunity to realize their fullest potential. To bring out the very best in our employees, and to ensure their continual education and growth, we created a new user-friendly resource system. An antiquated wiki-site, kept up-to-date by one part-time employee, was replaced with an SEO-enhanced internal website with over 2,000 robust pages of content. We hired two full-time administrators who ensure every product, policy, and procedure is current and something our agents could reference quickly and easily while speaking with members. The results have allowed us to build trust with our members as they know that all of our agents, regardless of tenure, will provide the most accurate information and answers to their questions.

No product is complete until it has been tested. To test the quality of our member interactions we doubled the size of our Quality Assurance team. In two short months, our testing provided us with useful results, but discovering more inconsistencies was not enough. We used this data to create an incentive program that would raise QA scores within the department. This “QA Blitz” was modeled after March Madness, giving winning teams exciting incentives. Face-to-face monitoring and coaching resulted in record-breaking scores and improvements in the conversational "soft skills" of agents. This experience was the catalyst for many successful programs focused on providing the legendary service we expect for our members.

In the end we knew the true seal of approval had to come from our members. With anticipation, we monitored their survey data and the results were astounding! We saw record-breaking numbers month-over-month in all three of our survey categories. We could not have been more proud to see how our agents’ hard work and commitment paid off.

By applying Young Living’s Seed to Seal process within our department, we have seen extraordinary progress in member satisfaction and employee success. Maintaining our unrelenting commitment to quality helped grow a legendary support staff worthy of the Seed to Seal guarantee.