PPB November 2018

Service Superheroes | FEATURE they need either for themselves or for their customers. No two days are ever the same in this fast-paced industry. Biggest Challenge: Trying to provide the best customer service with a tight turnaround time. Motivation To Deliver World-Class Service: I live by the quote, “Treat others the way you wish to be treated.” I have been in situations where I have received poor customer service with a product or issue, so I know you’re not likely to be happy. I want my customers to be pleased with their experience with Hub Pen and have them remember that time Hub Pen helped them with that rush order or that tight deadline. No. 1 Tip For Great Customer Service: One tip I can offer is not everything is black and white, and sometimes we have to explore the gray area to find a mutually beneficial resolution. Best Personal Customer Service Experience: My best customer service experience was a personal one with [the personal products retailer] Bath and Body Works. I had ordered a couple of different lotions online. When I received the box, my order was two bottles short. I called their customer service line and they overnighted the two bottles that I was shorted and also threw in two travel sizes of the lotions. They also credited me back for the two bottles for my inconvenience. It’s this kind of customer service that has kept me a loyal customer and I still tell my friends about this experience. They didn’t need to overnight the lotions or credit me for them, or add in travel sizes—that was just extra service they provided to keep their customer happy. And yes, it worked! CHRIS BICE Senior Online Merchandiser HALO Branded Solutions Years At The Company: 5 C hris Bice previously ran her own business providing administrative support, desktop publishing, billing and bulk mailing services to approximately 30 different organizations. Now, on the HALO e-commerce team, she works daily with the distributor’s preferred suppliers to maintain the company’s online listings for more than 6,000 products. She also supports the corporate merchandising programs in addition to many other responsibilities. Her nominator and boss, Jamon Heller, says she treats the suppliers with respect and works diligently to make sure their products are well represented on the site. She’s also known as an extraordinary team player who is quick to assist with calls, online chats and emails from HALO.com visitors, patiently solves problems and helps the account executives find solutions and often mentors new teammates in learning about the company and the industry. Best Part Of The Job: Working with my colleagues. We have a great team. Biggest Challenge: We have a small team, so everyone has to be cross-trained to help out in different pods [small teams that work on projects related to a specific aspect of the department—such as marketing, sales/ customer service and merchandising.] There are a lot of details to remember for each pod. Remembering details for pods outside of your own can be challenging. Motivation To Deliver World-Class Service: I get great personal satisfaction in making people happy, and in meeting or exceeding their expectations. This, in turn, reflects well on my superiors as well as the overall company. No. 1 Tip For Great Customer Service: Treat others the way you would want them to treat you. Best Personal Customer Service Experience: Last Christmas I wanted to purchase a hoodie and legging set as a gift for a family member. I went to a store in our local mall and found a pair of leggings that were perfect, and even on sale. However, they didn’t have a matching hoodie in the correct size. The sales associate worked with me to try to complete the set, but I finally told her I would check another store in the mall. I went to another store and found a hoodie that went perfectly with the leggings I had picked out at the first store. Upon returning to the first store, the sales attendant informed me that they were doing free gift-wrapping and offered to wrap not only the leggings that | NOVEMBER 2018 | 27