PPB December 2019

Best Personal Customer Service Experience: Just recently I was shopping for some car parts for a car I am restoring with my son. Finding parts for this car is not easy. I contacted a particular company after hours of searching and found a rep named Tony. Tony not only searched and found the part I was looking for using his contacts, he still contacts me personally once a month to see if I am in need. I have now bought every part I need from Tony; I don’t even think about looking anywhere else for anything for my cars. When I need something, Tony has my business. I have spoken with other reps from that company, and they are just as helpful as Tony. That company is doing something right in its hiring and training. CHRISSY COSNER Senior Account Manager Printglobe Years At This Company: 10 P utting on a smile and delivering over-the-top service is a tall order on some days, but Chrissy Cosner’s clients had no idea the personal situation she was dealing with as her son, David, underwent almost 400 lung surgeries in his 10-year battle withWegener’s Granulomatosis. He passed away in June at age 28. “Through it all Chrissy was by his side for every one of those surgeries, sometimes leaving workmid-day to run up to the hospital, get the OK that he was in recovery and then come back in the afternoon to get back to her customers, without themever even knowing she was gone,” says her nominator Jamie Dickens, vice president of sales. “Oftentimes David would spend weeks in the ICU, and all the while Chrissy would split her time between the hospital and work, barely missing a beat.” As her manager, Dickens says what she was most impressed with was not only that shemanaged to set new records in customer retention through some of the darkest and scariest months of David's illness, but that she always found a way to put herself together, put on a smile and carry herself with unbelievable grace for her customers. "When she was literally dealing with life and death to find the compassion to worry about someone’s trade-show lip balms being on time and done right— that simply blows me away.” How Chrissy Sees It Best Part Of The Job: I enjoy getting to know the clients, to share some of my life with them, to become human as opposed to someone just “answering” the phone. Biggest Challenge: Upset customers are the biggest challenge, and I do try to do my best to understand where they are coming from and what I can do to alleviate their distress. Her Inspiration To Go Above And Beyond: I can’t say it’s inspiration as much as it is the fact that they deserve someone to do their best with the needs they have. I enjoy making people happy. No. 1 Tip For Enhanced Customer Service: Be human. Best Personal Customer Service Experience: Actually, it was an order with HandStands here at work. They were very professional, very fast and extremely giving when it came to pricing/swap outs/shipping. This order was a drawn-out thing and they remained helpful and attentive until the issue was resolved—and they shipped overnight on their account. I would use them again in a heartbeat. CHRISTINA HERNANDEZ Senior Key Account Manager Pinnacle Designs Years At This Company: 19 C hristina Hernandez was initially hired as a temp to answer the phones for a week while the receptionist was on vacation. Then she was asked to stay for two more weeks and take on additional responsibilities. Then she was asked FEATURE | Service Superheroes 64 | DECEMBER 2019 |