PPB December 2019

relationships and friendships doing what I do and just like outside the office, I want to keep those relationships. No. 1 Tip For Enhanced Customer Service: Be the nice guy/gal. You won’t lose anything by being too nice. Best Personal Customer Service Experience: It happened recently and has stuck with me for the past few months. When I rented a car, I was overcharged and charged twice on two different credit cards. When I pointed it out, instead of charging me what I owed, the gal at the counter credited me the entire amount on both cards and essentially let me rent the car for a week without having to pay. This was a mistake on their end, and they didn’t hesitate to make it right. I have a lot of respect for this car rental company and will be a customer for life. This is what customer service is all about. Be friendly and make it right. MARIANNE TAYLOR Customer Service Representative Quinn Years At This Company: 4 M arianne Taylor has built her career in customer service and sales roles selling fine jewelry for a major department store for 25 years, managing a children’s consignment shop and then working for a greeting card line. She joined Quinn in the Quoting department and moved to Data Entry before taking her current position as a CSR. It’s definitely turned out to be the right fit for Taylor. “She asks great questions when an order is received to help troubleshoot before the order goes to production such as, ‘how will this look?’, ‘Should we have a pre-pro sample made?, ‘Does the customer know or understand…’” says her nominator Wendy Schwab, customer service supervisor. “Her customers appreciate the extra information provided so decisions can be made before the proof is made or the order is sent to production. Even the insight of “I am not sure about this one” gives her the upper hand in preventing problems. Marianne works well with our customers and has exceptional phone and communication skills.” How Marianne Sees It Best Part Of The Job: I really enjoy the variety of responsibilities related to the job and communicating with the customers. Part of being a customer service representative is providing helpful information. We are the front line of support for clients and customers, and we are here to help ensure that customers are satisfied with our product or services. It is such a good feeling to know that I helped a customer who may have had reservations or concerns about a product. Once I gave them a better understanding, they proceeded to order the item. Also, it is nice to hear afterwards that our product exceeded their expectations. Her Inspiration To Go Above And Beyond: I take pride in my work and our product. I am inspired to create lasting relationships with my customers to keep them coming back to Quinn. My goal is to provide the best customer service experience to our distributors. No. 1 Tip For Enhanced Customer Service: As a customer service representative, my actions may determine whether a customer continues to give their business to our company or decides to never have anything to do with it again. I feel the best tip would be to listen to your customer, whether it is related to products or a problem with an order. Also, asking questions is important— from how the product will be used to specifications on the product. Your customer wants to know that you care about their order and can give them a quick resolution to a problem. Best Personal Customer Service Experience: I would say my best customer-service moment was when I was shopping out- of-state for my sister-in-law’s Christmas gift—a perfume she really likes. I was carrying multiple bags that day and went to eat at a restaurant and accidently left the bag there. I did not realize the bag was missing until I got home. The next day, I contacted the restaurant and did not have luck there, so I proceeded to contact the store to see if by chance someone turned the package in to their lost and found. Again, no luck, but the salesperson did take down my address in case the package showed up. Well, within a few days, I received a package in the mail with a note saying they replaced the bottle of perfume for me at no charge. That is what I call impressive service. Service Superheroes | FEATURE | DECEMBER 2019 | 71