PPB November 2017

Service Superheroes | FEATURE W hen the first bank ATMs came into vogue decades ago, followed by self-serve dispensers, checkout kiosks in stores and myriad other automated solutions, it was a huge step forward in time savings and convenience for the do-it-yourselfer. These self-serve solutions take care of business quickly and easily, but there is no service to speak of. If the customer has a question or problem with the transaction, the otherwise efficient self- serve solution quickly becomes an epic fail. While self-service automation for simple transactions is here to stay, the value of personal customer service for all other matters is, thankfully, far from obsolete. Even better, it has been reestablished, reimagined and elevated to solve more complex customer problems, retain the human element in customer/ company interactions and offer increased value to the client. PPB ’s annual spotlight on the best customer service pros illustrates the importance of having this kind of expertise in the day-to-day operation of the promotional products industry. Those profiled on the following pages were nominated by their coworkers and clients and selected by an in-house panel for their ability to provide superior service with a smile. What elevates them to service- superhero status is the reason their stories are worth sharing. SUPERHEROES SERVICE PPB ’S 2017 by Tina Berres Filipski SEVEN CUSTOMER SERVICE DYNAMOS WHO KEEP CALM AND CARRY ON | NOVEMBER 2017 | 27