Our Goal is Great Customer Service

By Laurie Street
Member Services Fool

Take a moment to consider an all-too-typical customer service experience. Perhaps you’ve been kept on hold with an automated recording, waiting for a representative that’s headquartered in a large – and very busy – call center. What’s worse is discovering that this electronic guide is actually your only contact, and no live human is even available. Whether it’s a cable company, credit card service, or your phone provider, I feel confident that you’ve been on the losing end of a frustrating customer service experience.

The Fool aims to make its customer service experience far, far better than what people have (sadly) gotten used to. Our hard-working Member Services team is comprised of approximately ten in-house employees, as well as a few contractors who work remotely via email. We are not recordings, but instead real, live voices that are willing and able to assist with any issue that’s presented.  Our phones receive anywhere from 100 to 500 calls per day! We take pride in our ability to connect with Fool members on a personal level, while still handling the matters at hand both quickly and efficiently.

Available to help from 9AM-5PM ET Monday through Friday, our group isn’t always able to ride around the office on scooters, attend in-house speaker series, or join a local afternoon brewery tour. While our daily schedules are somewhat constricted, this department strives to enjoy its own Foolish culture. We take the company’s core value “Motley” and make it our own.  During our busiest periods, we collaborate to implement strategies that keep our momentum high and stress levels low. We’ve organized pot luck lunches, as well as morning treats for the team – be it a box of donuts, the freshest loaf of pumpkin bread, or Starbucks coffee for all. Our wireless headphones allow for mobility to make one more plate of food or, on a more serious note, take a brief walk for stretching. And speaking of walks, the nearby game room is a nice distraction, as well as a place to spark healthy competition between coworkers on quieter days.

If you’re a Fool in need of some assistance, don’t hesitate to drop us a line at cs@fool.com! We’re happy to help make your Foolish experience the best it can be.