By Jen Sweeney
This year we celebrate Customer Service Week by highlighting some of the people who make our company what it is today. All week, our blog will feature some of our on-demand advisors, the ones who answer the phone when customers call, day or night, who help resolve critical issues with speed and professionalism, who provide tips for more efficient ways of working, and who share their knowledge to help amplify customers’ productivity. Happy Customer Service Week!
VITALYST ON-DEMAND ADVISOR | PHILADELPHIA-AREA OFFICE
Please describe one new thing you learned from a customer since you started working at Vitalyst.
I have learned so much from my customers and about where they live all around the world. But the number one thing I’ve learned from them is to genuinely listen to what is happening. Often, customers will call after spending hours trying to resolve issues on their own. They’re frustrated, and sometimes worked up. By listening to their issues and understanding that they need to vent, I can often get the clues I need to help them resolve the issue quickly.
What does “customer experience” mean to you?
Every one of us is a customer at some point, and sometimes it can be a frustrating, negative experience. My job is to resolve issues, not add to them, and to help customers find better ways to use the technology they rely on. By keeping that in mind, I know I can make the experience better for my customers.
What are some of the approaches you use to deliver excellent customer service?
I strive to be down-to-earth and reassuring. No problem is too big or too small. I will do whatever I can to fix your issue, or get you to someone who can. Customers want to feel like someone believes that their problems matter. The truth is, they do, and I want them to know that.
Honesty and humor also tend to be my best allies. I’m not going to tell you I can fix an issue when I know I can’t—I’m going to be upfront and honest. Also, humor can work to minimize frustration and help customers see that a particular issue isn’t the end of the world, but just one more computer issue that we’ll find a resolution for.
Please share a little-known fact about yourself.
I have a severe allergy to mangoes. Please don’t ask me to try “tropical” drinks, because you would be surprised at how many include mangoes. Also, I found out the hard way that mangoes are related to pistachios and cashews.
Do you have a personal motto?
Relax. Take a step back and breathe.
Which song best describes you?
“Aqueous Transmission” by Incubus
Illustration: Icons from Freepik
CUSTOMER SERVICE FACTLET:
US companies are now losing $62 billion a year because of poor customer service—an increase of $20 billion since 2013 (SOURCE)