PPB November 2021

Bianca Miller Senior Customer Service Representative Pacesetter Awards Chicago, Illinois B ianca Miller came to work at Pacesetter Awards five years ago after honing her service skills in one of the most demanding customer environments—retail. “This year has definitely been rough with the supply chain issues across the board,” she says. “I’m lucky our customers have been so understanding. More than before, I’ve had to help our customers find different products than what they originally wanted that would work for their events.” Her customer-centric approach has easily won over her teammembers and customers. “We have worked together long enough and have a system that works,” says her nominator and supervisor Terry Goudie, Pacesetter’s customer service manager. “We cover each other, resulting in seamless communication and service to our customers. I couldn’t do the things I do without her. She is a giver, not a taker and all companies need to surround themselves with these types of people.” Goudie adds, “We hear raving compliments on how she is so attentive, responsive, a pleasure to work with and how important she is to what they do with us. She’s always a ray of sunshine. Words really cannot justify the importance of Bianca and what she brings to the table.” In Bianca’s Words What inspires you to go above and beyond what customers expect? I think my approach is I treat people the way I would like to be treated. I try my best to listen and respond to each customer I work with. This lets them know I care about each order, no matter how big or small and this will hopefully keep them coming back. What’s your best advice for others wanting to improve their customer service skills? Be patient and listen to the customer's needs. Be as responsive as possible. What’s an example of the best service you’ve received, why was it impressive and how did it make you feel? In my personal time, I love to read. I am subscribed to a book subscription service and had a major issue with a shipment. The company resolved the issue quickly and was very responsive. They left me with a very good impression on how the company interacts with their customers and only makes me want to continue supporting them. PPB Service Superheroes | FEATURE | NOVEMBER 2021 | 33