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WHY SHE’S A SUPERHERO:
For the past 20 years, multi-line rep K.C. Fields has represented supplier SnugZ
USA, and for the past 10 years Conde has been his inside sales contact. During
Fields’ long career, he says he’s worked with many good inside sales and customer
service people but Conde provides the highest level of service to distributors.
“Carrie has the ability to educate our distributors on our products and services
in an incredibly short period of time,” he says. “She works many national and
regional trade shows and when she is finished working with a customer you can
just tell that they are well prepared to present and sell SnugZ USA products and
services. Carrie has a wonderful work attitude and personality, and customers
absolutely love her work ethic. I could go on and on about Carrie, but the bottom
line is, she is the best.”
HOW CARRIE SAVED THE DAY:
Conde’s office is located at SnugZ USA in Salt Lake City, Utah, which is on
Mountain Time, but she services a territory on Eastern Time, two hours ahead.
Even so, Fields says Conde has come into the office many times at 6 am MT to
help customers who need assistance on important issues. Plus, he’s called her
outside of office hours on urgent issues that could not wait until the next business
day. “Carrie has taken her personal time to run down tracking numbers, quote
large-quantity orders and contact our customers who have questions about
products and delivery. All of this is on her personal time, which makes Carrie no
extra money. However, [because of her actions] we have earned our customers’
trust, received large orders because of our ability to get an immediate quote, and
have grown our sales in the territory.”
The
RAPPORT
BUILDER
Carrie Conde
Sales Executive
SnugZ USA (UPIC: SNUGZUSA)
Salt Lake City, Utah
Tenure at SnugZ USA:
11 years, including
positions in order entry and sales support
Nominated by:
K.C. Fields, owner, K.C. Fields and Associates
B I
R
Best Part Of The Job:
“I really enjoy working with my
customers and outside sales reps.”
Her Biggest Challenges:
“Having too many hands on an order or
too many suggestions from others can
be a challenge. I would love to walk an
order from the beginning to the end.”
Most Valuable Customer
Service Lesson Learned:
“Always listen to the customer. If something
went wrong with their customer’s order,
they might be upset and it may sound like
they are taking it out on you, but really they
are also getting it from their customer.
After listening to them, you can come up
with your best solution to the problem and
usually the customer is satis ed. Most
of the time they just need to vent.”
No. 1 Tip For Great Customer Service:
“Always talk to the customer with a smile
on your face and listen. Always treat the
customer the way you want to be treated.”
The Superhero Power I Wish I Had:
“I would love to be a mind reader. This
way I can see exactly what the customer
is picturing, and I can get them the
correct ideas and information.”
Best Personal Customer
Service Experience:
“Whenever I contact Amazon they treat
me like I am their No. 1 priority. With them
treating me this way I make sure that I use
them as much as possible. I hope that when
I talk to customers I bring them the same
experience that I have with Amazon.”
FEATURE
|
Service Superheroes
ONE ON ONE WITH
CARRIE CONDE
2016
26
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NOVEMBER 2016
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