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Best Part Of The Job:
“I most enjoy communicating and
interacting with my customers.”
Biggest Challenge:
“The biggest and yet most ful lling challenge is in
nding different ways to help satisfy my customers, and
meeting the sometimes near-impossible deadlines.”
Most Valuable Customer Service Lesson Learned:
“I have learned through my many years in the industry
that the key to great customer service is consistency.
Having your customers know that they can rely on you at
any time to provide support, product knowledge or just an
honest opinion opens up better lines of communication
and makes for long-standing relationships.”
No. 1 Tip For Great Customer Service:
“Have fun with what you do so that it stays fresh. A
smile can be felt and heard even over the phone.”
The Superhero Power I Wish I Had:
“I would like my super power to be speed. Sometimes
I feel that there is not enough time during the day
to get done all that is needed to be done. Speed
would give the allowed time for me to do more.”
Best Personal Customer Service Experience:
“I would have to say the best service I received, and
still receive, is at the beauty salon where I go to get
my nails and hair done. I love going there because
they always make me feel welcome. It’s not only a
place I can go to get my nails and hair done, it’s
somewhere I go to unwind after a long day. They are
friendly and attentive to my needs, and most of all
we can talk about anything as friends would.”
WHY SHE’S A SUPERHERO:
“Rosa is amazing!” says Kristina Panettiere, assistant client services manager
at Pride Products Distributors, LLC. “She is always willing to help, and has
a positive attitude. Her personality is contagious, and there is never a time I
don’t get off the phone laughing. She is knowledgeable, and also one of the
most personable people to work with. I look forward to our calls about not only
work, but personal life. She always bends over backwards for us, and I adore
her.” Her colleague, Diane Makrocki, assistant customer service manager, says
she’s equally impressed. “Her knowledge regarding the products is amazing.
She is always helpful with alternatives and responds to requests immediately.”
HOW ROSA SAVED THE DAY:
Dan Edge, national sales manager for Peerless, sees Rosa’s work on the other
side and is equally appreciative. “On numerous occasions, Rosa has driven
samples and orders to clients to meet critical dates and meetings,” he says,
explaining that Sheridan’s territory includes New Jersey, where the of ce is
located. “She takes every advantage of the home eld turf,” he says. “Rosa is
always looking out for her clients … in some ways you would think she works
for the distributor and that’s a good thing. He’s also impressed by the way she
watches her orders. “It’s unseen to the clients, but the service is happening at a
high level. If Rosa doesn’t like the way something comes out, she has no issues
telling the factory to rerun the order. Her critical eye bene ts the customer.”
The
FIXER
Rosa Sheridan
Customer Service Rep
Peerless Umbrella
Newark, New Jersey
Tenure With Peerless Umbrella:
20 years
Nominated by:
Kristina Panettiere, Jennifer Symons, Carol Perkosky, Diane
Makrocki and Lisa Menino, Pride Products Distributors, LLC; Dan Edge
and Bryan McKatten, Peerless Umbrella; Lucy Fish, Stackable Sensations
If you want to create a customer-
centric organization, start with
who you hire. Following are six
recommendations from customer
service guru John Tschohl.
Team building is a delicate and
time-consuming process. Anyone
can put together a group of talented
people, but it takes a dedicated
team leader to bring everyone
together effectively. One of the
most important considerations you
must make is whether or not an
applicant ts into your company’s
culture. The right person will build
upon what you’ve created, but the
wrong person can bring it all down
very quickly—and culture can take
an awfully long time to rebuild.
In the following series of lines
from Aaron Sorkin’s already famous
screenplay, Apple co-founder
Steve Wozniak holds the following
dialogue with Steve Jobs:
Wozniak: You can’t write code,
you’re not an engineer, you’re not
a designer, and you can’t put a
hammer to a nail ... So how come
10 times in a day, I read, “Steve
Jobs is a genius.” What do you do?
FI
Build e Customer
Culture YouWant
continued on page 34
ONE ON ONE WITH
ROSA SHERIDAN
Service Superheroes
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FEATURE
2016
|
NOVEMBER 2016
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33