PPB November 2018

Service Superheroes | FEATURE compassionate, selfless, inspiring and a leader with a servant’s heart. “She’s the engine that keeps the company rolling,” adds nominator Tricia Thompson. “She will drop everything when people need her support,” says company president and nominator Tom Goos, MAS. Best Part Of The Job: I really enjoy working with such amazing team members every day. Every team member at Image Source brings a unique perspective to our culture, cares about providing good service and cares about each other. At the end of the day, that’s what matters. Biggest Challenge: Workload balance is the biggest challenge for me and the entire team. We are faced daily with variable order volume and unexpected challenges. We continue to find ways to work through these—it always comes back to having great team members who can help with balancing the load. Motivation To Deliver World-Class Service: I think it has to be collaborating with teammates to find efficient solutions to daily challenges. No. 1 Tip For Great Customer Service: Listen. Look at the situation from the customer’s perspective. Go beyond what is expected. Best Personal Customer Service Experience: Recently we were traveling out of town and checked into a hotel room late at night that smelled horrible—there were no rooms left. Frustrated, we moved to another hotel where the front desk person greeted us with a smile, tips about the area, bottles of water and an upgraded room which was a real treat. They were little things really, but we instantly felt better, had a great sleep and have been back for another stay (the service was still stellar). AMY WOOLDRIDGE Customer Service & Operations Manager Crystal Images Years At The Company: 10 “ A my Wooldridge feels she is an extension of the distributor and a true business partner,” says nominator Greg Boyes, a multi-line rep. “Distributors consistently relay to me that the reason we have their business is because of Amy. Her decision- making abilities and quick response to resolving issues are the best I’ve seen in this industry.” Wooldridge was formerly an administrative assistant to the VP of sales for a company that provided medical record and document scanning. “This was not a direct customer service position, but I catered to every need of our sales staff,” she says. “That is when I knew that helping and taking care of people is something that I truly enjoy doing.” Best Part Of The Job: Building relationships and exceeding a customer’s expectations are two things I enjoy most. Leaving someone with a lasting impression is a very rewarding feeling. Biggest Challenge: My biggest challenge is when something doesn’t go as planned and I end up with a disappointed customer. It can be very stressful, but this challenge is where I excel. Finding a solution to turn the situation around to have a pleased and very thankful customer is one of the reasons I love my job. Motivation To Deliver World-Class Service: Making our customers’ lives easier by delivering quality products and services is what motivates me. In doing this, I am also helping to build our business and make us stand out above the rest. No. 1 Tip For Great Customer Service: Always strive to deliver or exceed the level of service you would expect to receive. Best Personal Customer Service Experience: A few years ago, I had to order some items for a cancer fundraiser. This fundraiser was near and dear to me as it was for one of my friends. The company I ordered from made the entire process stress-free which was much appreciated at such a scary time. They also went above and beyond when they found out that this was a personal order for me. They discounted the order and rushed it out free of charge. This simple act of kindness meant the world to me . Tina Berres Filipski is editor of PPB. | NOVEMBER 2018 | 39