PPB December 2019

Best Personal Customer Service Experience: I had an experience with one of our vendors where an order felt like it was completely falling apart. The customer service rep I was working with took the time to understand our issue and find a way to come to a solution that met our needs. That person went above and beyond their responsibilities to make sure we were satisfied. DIANE JOY Senior E-Commerce Client Specialist Concord Marketing Solutions Years At This Company: 11 “D iane is the voice—and the heart—behind every call, chat and email to our firm’s online story.” These were the opening lines of a customer's note sent to nominator Maria Ebel, director of ecommerce solutions, about Diane Joy. Ebel frequently receives notes like this about Joy as well as praise from customers in the company’s surveys. “Diane fields phone calls, live chats and emails related to over 400 orders per day,” says Ebel. “Many of those orders require last-minute changes or special requests such as same-day shipments. Diane works with our warehouse and embroidery teams to pull off miracles.” How Diane Sees It Best Part Of The Job: Working with the customers whom I enjoy very much. I like the problem-solving aspect as well. Her Inspiration To Go Above And Beyond: I truly like my customers and Concord is a great company to work for with more customers coming online all the time. No. 1 Tip For Enhanced Customer Service: I believe customers can hear a smile over the phone. Put yourself on the other end of the call; what would you want to hear? Also, everyone makes mistakes. It is how you fix them that matters the most. Best Personal Customer Service Experience: The best customer service I receive is internal. It comes from the rock-star production team who says ‘yes’ to every rush, the sales support team that is always there with answers and the purchasing team that has the huge job of keeping products on our shelves. Also, the support of the super management team who always has my back. KAT DLUGOLECKI Senior Account Executive Quality Logo Products Years At This Company: 10 “W hile we have a very talented sales/customer service team at Quality Logo Products, Kat stands out primarily because of all the good will her actions have generated for the company,” says President Bret Bonnet, one of three nominators. “She frequently receives the highest scores on customer surveys and most of the positive accolades we receive online, for example customer reviews, are from satisfied customers that Kat serviced.” She is well-known for putting her customers’ happiness first, even if it requires a road trip. And she’s gone that far for a customer, too. When a supplier couldn’t make the delivery deadline, through no fault of Dlugolecki's, she and her mother tag-teamed to drive the order from the supplier in Tennessee to the client in NewOrleans. “In short, there is nothing Kat won’t do for her customers,” says Bonnet. How Kat Sees It Best Part Of The Job: Customer service comes naturally for me. I think the part I enjoy the most in this position is helping customers with their artwork—always suggesting different layouts to get them the best imprint possible and something they’ll be 100-percent happy with. Biggest Challenge: The biggest challenge is claims and dealing with unhappy customers. I empathize with my customers, so I do whatever I can to make them happy in the end. Service Superheroes | FEATURE | DECEMBER 2019 | 67