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NOVEMBER 2015 •
PPB
• 33
In Phred’s Own Words
Best Part Of The Job:
“The
people of this industry and all
the creative ideas they gener-
ate.”
Most Valuable Customer
Service Lesson Learned:
“If
you want success, just be
yourself and know your prod-
uct line.”
Tip For Great Customer
Service:
“Pick up the phone.
One call is worth a thousand
emails.”
Wish For One Superhero
Power:
“The ability to ensure
all the world’s children get
the best we can provide—
they are our future and our
most valuable asset.”
Best Personal Customer
Service Experience:
“No
one thing stands out but
when spending time or
money on something, I most
appreciate those individuals
who take the time and effort
to make the experience
memorable and worthwhile.
Great service is out there;
you just need to find it.”
How He Earned Superhero Status:
“Here’s a customer serv-
ice rep who wants to make sure you’ve got the right product
for the application intended,” says nominator Bob Black, The
Identity Group, Inc. “He’s also conscious of your budget and
advises of the options that exist. This is not your standard
upsell but rather a thorough education on providing the proper
product. The sales come as a result of the complete honesty
and the wealth of information he provides.”
How Phred Saved The Day
PHRED PROVIDED AN ALMOST INSTANT virtual to his
client, Bob Black, The Identity Group, Inc., but instead of just
providing what Black specifically asked for, Phred created a second
version of what the client really should be using. “Guess what?
Wisdom and experience won out and we secured a very significant
order,” says Black.
“Pick up the phone. One call is worth a
thousand emails.”
Tip No. 10:
When debating
between a phone call or email—
start dialing
Phred Young
Customer service rep, 3M Promotional Products
(UPIC: Post-It)
Industry Career Snapshot: 32 years at 3M including two
years as a printer, nine years as a CSR, seven years in
accounts receivable and 14 years as an inside sales rep
Nominated by: Bob Black, The Identity Group, Inc.
Tina Berres Filipski is editor of
PPB
.