33 / 116
The
SELF-STARTER
PooYuen On
Account Manager
Apollo Group (dba Embroidery USA)
Elk Grove Village, Illinois
Tenure at Apollo Group:
12 years
starting as a customer service rep
Nominated by:
Karla Cowes-Toxey,
owner, YPS Group
WHY SHE’S A
SUPERHERO:
“PooYuen On is definitely
a service superhero,” says
Karla Cowes-Toxey. “I don’t
know anyone like her in the industry. She’s always willing to help with
any customer request. If I have a client with a same day/next day rush
request; she makes it happen. If I need special pricing, she always
checks with her manager to see what they can do to get the business.”
HOW POOYUEN SAVED THE DAY:
This superhero is on a continuous roll with the level of service she
delivers, says Cowes-Toxey. “She’s not like other vendors that you
have to call to make sure the job is on schedule to ship. She replies
immediately to all my e-mails, quick price quotes, freight quotes or rush
order requests,” says Cowes-Toxey. “She always goes above and beyond
to make sure we are taken care of. She provides customer virtuals the
same day—sometimes in less than an hour. She’s always making sure
she meets my in-hand dates, she sends tracking numbers without
asking and if there are any issues, she’s immediately on the phone
working on solutions.”
SELF-
TER
Best Part Of The Job:
“The part of my job I enjoy most are the different
types of customers I meet every day.”
Biggest Challenge:
“The biggest challenge is sometimes dealing
with an insuf cient lead time to provide
on-time delivery to the customer.”
Most Valuable Customer
Service Lesson Learned:
“I’ve learned to treat all customers the way I’d want to
be treated. I think patience, communication and prompt
replies are all extremely important. I’ve learned this from all
my past experiences.”
No. 1 Tip For Great Customer Service:
“Think positively and be attentive to the customer’s needs
no matter how small or big the customer’s company is.”
The Superhero Power I Wish I Had:
“If I had one superhero power, it will be the power to read
the customer’s mind. I would then be able to provide the
product and service that the customer needs.”
Best Personal Customer Service Experience:
“The best service I’ve ever received was actually just
recently. I stayed at a small, family-run motel. The
owners greeted me by my name and they were happy to
accommodate all of my requests. They made me feel like
they were happy to have me as a guest—more than just
getting the business. I was impressed with them because
they made a new customer feel happy to return again.”
Service Superheroes
|
FEATURE
ONE ON ONE WITH
POOYUEN ON
2016
|
NOVEMBER 2016
|
31