Heather CruitStepping outside of the box helps Heather Cruit help customers. When a difficult issue came up regarding the cost and insurance coverage for a customer’s medication, Cruit decided that a three-way call was needed. Bringing together the patient (her customer) and the doctor helped ensure that the customer was completely satisfied.
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Shannon ButlerWorking as the dedicated rep for the company’s second largest customer can be daunting. Butler credits the support of her coworkers both within the service department and throughout the company for ensuring that the relationship runs smoothly. “We take teamwork very seriously here,” she says.
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The key to good service, says Badillo, is ownership, “I take responsibility for the customer from the moment that the issue arises to the moment that the problem has been resolved. And oftentimes those customers feel comfortable enough to reach out to me directly via my direct number or email to take care of any other situation.“
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For Timothy Knab, understanding customer priorities is essential. Sometimes he is working with a customer with a job six months down the road. And sometimes a security system just went down. “So you have to understand the customer, listen to them, understand the priority of what they are facing, and put as much urgency into it as you possibly can,” Knab says.
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When she is working with customers, Warzyn values the opportunity to make a difference. “It’s not just a matter of answering the phone and giving an answer,” she says. “Our culture here is truly based on making an impact. So having that opportunity to go above and beyond to make a difference on every call — that is very fulfilling.”
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Product knowledge is critical, says Werner. “When something new comes out and I see it for the first time, I dig in and learn everything I can … the more you know, the more it helps you to do your job better, and it gives you a better perspective on how your job helps contribute.”
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Jimenez succeeds by personalizing each customer call.
“I listen to learn what I can and then adapt to what the customer’s needs are,” she says. “Sometimes they just want to vent, so I listen and help them slow down. Others might be a little older, and I need to raise the volume but still maintain that tone of care.”
Developing personal relationships with customers is very important to Squadrito. It makes the job more rewarding and when problems arise they can be dealt with in a very positive way. “Having a personal connection with customers makes things a lot easier,” she says.
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Customer education is often part of the service job, Pickel tells Customer Communicator. “Sometimes it’s just not possible to help. But we try to do our best to educate customers, so they are made aware of what is going on, and so they come away better informed.”
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Working in the fraud department, JoBenita Davison often has to deal with customers who are none to happy. She deals with those challenges by keeping a positive attitude throughout. “You have to understand the stress the member is under and just put yourself in their shoes.”
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