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Service Superheroes
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FEATURE
Best Part Of The Job:
“What I enjoy most about my job is getting to see a project through
from start to nish. As customer service manager I am closely involved
in the many steps that need to happen to get an order out the door on
a timely basis. Examples include sending book or journal samples,
coordinating virtual or spec samples with our art department, and
ultimately getting the order processed and over to production.”
Biggest Challenge:
“The biggest challenge is occasionally having to tell a client ‘no.’ Of
course, nobody likes to disappoint but at the end of the day we always have
to be sure we are communicating realistic expectations with our clients.
It is more important to be honest with a client than to overpromise.”
Most Valuable Customer Service Lesson Learned:
“It is important to make your clients feel like you are part of the same
team and that you are truly there for them to help with anything they
may need. In the end we are both striving towards the same goal of
ensuring that their customer is happy and successful. I have learned
this through the emails I have received from our clients stating how
appreciative they are for all the hard work we have put in for them.”
No. 1 Tip For Great Customer Service:
“Communication is key. You are not always going to have a
client’s answer right away. By communicating to a client that
you are working on getting them the answers they need, they
feel reassured that you are working your hardest for them.”
The Superhero Power I Wish I Had:
“Super speed would be a very helpful superhero power. With
all of the samples and orders I process as well as the vast
amount of emails I answer, it would be amazing to be able
to y through them even more quickly and ef ciently.”
Best Personal Customer Service Experience:
“Sometimes it takes a mishap to truly test a company’s customer service
skills. I recently booked a venue for my upcoming wedding and was
panic stricken when they informed me of a mistake. The date they had
told me was available, and the one we wanted, was actually already
booked. Of course, nerves took over and I was not sure what to do. But
as fast as the panic came on, it was just as quickly put to ease. Rather
than focusing on how this happened, they immediately worked quickly
and diligently to resolve the issue. Not only did they nd me a new date
within minutes, they have since then gone above and beyond to make
sure everything has been perfect for both my ancé and me. We are all
human and mistakes do happen. It is how we then turn around and
make it right for the client that is most important. Seeing how apologetic
they were and how fast they were able to nd a solution, on top of the
amazing service they have since provided, has proven to both my ancé
and me that we have a made a great decision in choosing their venue.
We are now both looking forward to having the wedding of our dreams.”
ONE ON ONE WITH
JOE JEHLE
The
PROBLEM-SOLVER
Joe Jehle
Customer Service Manager
The Book Company
Delray Beach, Florida
Tenure at The Book Company:
15 months
Nominated by:
Doug Greenhut, president and owner, The Book Company
PR
WHY HE’S A
SUPERHERO:
Doug Greenhut hired Joe
Jehle after being introduced
to him by a team member.
He liked the fact that Jehle
had experience in customer
service with a national retail
chain. “Joe was quick to
understand the value of
treating our distributors
with the utmost respect,”
says Greenhut. “He seems
to have been born with
an uncommon understanding of human nature and a superhero
understanding of customer service. You can be sure to be smiling
when you hang up the phone from any conversation with him and
you can be sure your email will be responded to before you realize
you’ve even hit ‘send.’”
He adds, “Within our company, Joe earned instant respect
and appreciation by every member of our team. He brings fresh
perspective, ideas and suggestions that have already improved
our systems which brings our customer service to a higher level of
efficiency and cooperation.”
HOW JOE SAVED THE DAY:
“Some people do their job as it’s presented to them and
accomplish the tasks they are trained to do,” says Greenhut. “In
a very short time, Joe went far beyond the basics of his position.
Within weeks, he was offering suggestions to better organize and
more efficiently manage our sample department. Now, he heads
our sample team and has become our go-to person to help anyone
with almost anything. Whether it’s covering for someone while they
are out, handling mailings, organizing trade-show samples or just
cheering someone up who is having a bad day, Joe is available,
flexible and brings a helpful, happy attitude every day.”
2016
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NOVEMBER 2016
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29