PPB November 2020

SERVICE 2020 When companies put the right people on the front lines, an exceptional and memorable customer experience can be a reality—even during a pandemic. By Tina Berres Filipski W hen the pandemic closed most non- essential businesses earlier this year causing massive layoffs and furloughs, customer service was also one of the casualties. In some businesses, as companies cut back, there was no one to answer the phones or monitor online help lines. Customers were on their own. However, other companies, especially those in the promotional products industry, quickly sprang into action with transparency, responsiveness and innovation to deliver the level of service their customers had always expected—and at the core of this effort were many dedicated and hard- working employees. This month, PPB recognizes 12 Service Superheroes who were selected from 62 nominations submitted by co-workers, bosses and clients in an industry-wide search this summer. As these individuals prove, customer service is not a title but an attitude, a calling and a mission to serve others. Now in its 10th year, PPB ’s program has recognized more than 100 of the most skilled and admired customer service professionals in the promotional products industry. 2020 FEATURE | Service Superheroes 16 | NOVEMBER 2020 |