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Best Part Of The Job:
“I enjoy engaging with our customers, problem solving and making sure
everything is running smoothly without any discrepancies or delays.”
Biggest Challenge:
“I embrace challenges. My goal is to ensure that we meet our customers’
needs. However, there are those extremely rare instances where I have
to reach out to the customer and there has to be a compromise between
the customer and Bullet.”
Most Valuable Customer Service Lesson Learned:
“Be attentive and assertive, and most importantly, be accountable.
Customers feel more at ease when they know that they are being heard.
If an error is made, own it. Address the error and advise what steps you
will take or have already taken to correct it.”
No. 1 Tip For Great Customer Service:
“Build rapport with your customer. Make them your best friend. They
trust you and rely on you. At the end of the day, I am only as successful
as my customer; and that is why it’s important to work together.”
The Superhero Power I Wish I Had:
“Probably teleporting, so I can occasionally stop by and say
‘Hi!’ to my customers.”
Best Personal Customer Service Experience:
“My parents recently upgraded their mobile phones. Along with this
change came a hefty bill with charges that the customer service reps
were unable to explain. After going in circles with several reps for over
45 minutes, I was able to get a supervisor on the phone. As soon as
that happened, the call dropped. The supervisor called me back about
10 minutes later to advise that he had reviewed the account and was
ready to assist in making the corrections. This supervisor began by
apologizing for the delay it took to get him on the phone. He allowed me
to vent without interruption and immediately took action. He corrected
certain information that was not updated in the account, although those
changes were addressed previously. He explained the charges one by one
and then reversed them, as my parents were being billed erroneously. He
gave me his phone number and extension for future discrepancies so I
can reach out to him directly.”
ONE ON ONE WITH
YESENIA NUÑEZ
GO-GETTER
The
- T ER
Yesenia Nuñez
Sales Support
Bulletline/PCNA
Miami, Florida
Tenure at Bulletline/PCNA:
16 months
Nominated by:
Ellen Straus,
client services manager,
Pride Products Distributors LLC
WHY SHE’S A SUPERHERO:
“Yesenia is a service superhero because she always goes above
and beyond for her clients,” says Ellen Straus. “I never feel
like she’s frustrated with me even if I call her 10 times a day.
Yesenia makes things happen for us and I always trust she is
taking care of an order, and if something goes wrong, she will
make it right. She is truly a pleasure to work with and I feel
confident serving my clients because I know she has our back.”
HOW YESENIA SAVED THE DAY:
“I had a client that needed pens packaged a very specific
way and while it wasn’t a standard option, she made sure
her shipping department bagged them in different groupings
per the client’s request and the final product was perfect,”
says Straus. “I frequently have rush orders and she always
delivers on time. She follows up personally to be sure I receive
the documents I need and makes sure the orders go out on
time. I use Bulletline/PCNA for rush orders because I trust
her to get it done even when it’s really a crunch for time.”
FEATURE
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Service Superheroes
2016
28
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NOVEMBER 2016
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