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Mistakes That Made Me: empathetic to others

care People TSAWays
care People TSAWays

With Charlie 

Q: What do you like best about what you do today? 

Charlie: I like talking on the phone with customers. That’s the favourite part of my day. I leave work at the end of the day feeling really satisfied that I’ve engaged with some really lovely people. I try to ask the right questions because that can help me identify what people really need, and when people can express that, they feel like they’re heard, they’re listened to and they are valued. The ability to turn a frustrated customer into a happy and satisfied customer, gosh that’s such a reward! 

Q: What is one piece of advice you would give to your younger self? 

Charlie: Learn to have a bit of a laugh at the flaws that we all have. Learn to accept them. Just be the best person you can be right now. Whatever you want to achieve, you will do so in time. You don’t have to be perfect now, you can grow.  


Charlie is currently a Customer Service Team Member with TSA Group. His passion for life and his work shines through in everything he does.  

His early mistakes have taught him to be empathetic towards others, to always remember how we all struggle from time to time and to be compassionate towards others and himself.  


About Mistakes That Made Me 

This series is about celebrating past mistakes and recognising that what we do after, not only makes us more resilient but can also forge future successes and teach us valuable lessons about ourselves.  

At TSA, we recognise that the world we live in is complex. We encourage everyone to have curiosity and an internal drive to ask questions so we can work to know more today than we did yesterday. 



TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.

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