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NOVEMBER 2015 •
PPB
• 27
In Talia’s Own Words
Best Part Of The Job:
“Being a ‘solutionist’ and
dealing with people both
externally and internally.”
Most Valuable Customer
Service Lesson Learned:
“The most valuable lesson
anyone ever can learn is hon-
esty. You have to always be
honest and up front when
dealing with customers. When
they call to vent about a
problem, you need to let
them finish their statement
and not interrupt them and
when they are done you
should have a solution to the
problem. I learned this from
being the person on the other
end with the problem and
wanting the other person to
listen to what I had to say.”
Tip For Great Customer
Service:
“Be honest, courte-
ous and attentive to cus-
tomers’ needs.”
Wish For One Superhero
Power:
“The power to antici-
pate and fix any potential
problems and head them off
before they become an
issue.”
Best Personal Customer
Service Experience:
“Recently I called a company
with a complaint and the
service rep on the other end
really understood my prob-
lem. The next day everything
was the way it should be. If it
wasn’t for the service rep who
cared enough about her job
and about me [as a cus-
tomer], this issue wouldn’t
have been resolved.”
Tip No. 4:
Be honest
How She Earned Superhero Status:
“Not only is she in
charge of the customer service team in our Illinois facility, she
also helps me take care of the customers in my 13-state territory,”
says nominator Carrie Sabo, MAS, American Ad Bag. “She is
my ‘go to’ whenever I need a customer issue solved, an order
rushed or general questions answered. She routinely goes
above and beyond to keep our customers satisfied and makes
it easier to do my job.”
How Talia Saved The Day
“I WILL NEVER KNOW ABOUT all of the things Talia does
to help our customers as she is too modest to tell anyone about
them,” says nominator Carrie Sabo. “However, I have received
many emails from customers describing Talia’s positive attitude,
willingness to help with issues and ability to offer suggestions to
get customer orders out on time.”
“Be honest, courteous and attentive
to customers’ needs.”
Talia Gutierrez
Customer Service Manager,
American Ad Bag (UPIC: ADBAG)
Industry Career Snapshot: 12 years at American Ad Bag;
previously a customer service rep
Nominated by: Carrie Sabo, MAS, American Ad Bag