PPB November 2018

FEATURE | Service Superheroes This fall, PPB received nearly 50 nominations in its annual search to find the top customer service pros within the industry. Fourteen of those nominated were selected as the 2018 Service Superheroes based on what nominators said about their commitment to do whatever it takes to solve problems, correct mistakes and make the customer—both internal and external—truly happy with the results. This year’s Service Superheroes come from various departments within industry companies, including inside sales and finance and operations, reinforcing the point that good service is everybody’s job. GLORIA ALVAREZ Customer Service Specialist RiteLine, LLC Years At The Company: 1 F resh out of high school, Gloria Alvarez worked a screen-printing machine for a distributor before moving into the company’s customer service department. Three years later she joined Dallas-based RiteLine LLC in the production department and within months her diligence, care for the customer’s satisfaction and keen eye for details earned a promotion to customer service. She’s been known to step in to help assemble clips on imprinted pens, so customers receive them in time, and to stay late to correct details on orders and make sure they are printed correctly, say her nominators and coworkers Steven Meyer, MAS and Kim Paine. It’s her commitment to these all-important details that keep her customers—and her teammates at Riteline—so satisfied. Best Part Of The Job: Talking with the customers and meeting new people working in the same industry. I really enjoy working with co-workers as team. Biggest Challenge: Customer P.O.s can be challenging because they are all different. I always want to make sure that I relay my customer’s order correctly to our production department. Motivation To Deliver World-Class Service: I really care about my work and always want to make sure that my customer is satisfied. No. 1 Tip For Great Customer Service: Take notes and be well informed of your product and strive to give the best customer service, same as you would like to receive. Best Personal Customer Service Experience: I had purchased a stove top and it arrived broken. They went out of their way to give me a faster turnaround on the delivery of the replacement and they installed it for free. Usually, for a big product, it is harder for the company to satisfy their customer. Due to my experience, I will purchase from them again. COLLEEN BIBBY Customer Service Representative Hub Pen Years At The Company: 5 S amWells, owner of distributor RMP Forms and Specialties and Colleen Bibby’s nominator, calls her prompt, efficient and trustworthy and says her attitude is always to go above and beyond her responsibilities. She’s saved an order in danger of cancellation by coming up with an alternative solution, stepped up for other reps who were on vacation to handle every step from pricing through shipment and gives every order her personal attention—even small orders get her white-glove treatment. Best Part Of The Job: I love providing the best service I can to our customers to find the products 26 | NOVEMBER 2018 |