Ten Proven Practices From PPB’s 2015 Service Superheroes
Floppy disks, rotary phones, answering machines and camera film are just a few examples of the many once-indispensable products that have become obsolete as better solutions were introduced. But there’s no substitute for exceptional, personal customer service, and it doesn’t matter if you are shopping online or calling your cable company. The way in which a company responds to your needs can be the factor that sends you straight to a competitor or seals you as a devoted customer for life.
PPB’s annual search for some of the industry’s top customer service experts revealed the good news that exceptional customer service is still alive, well and kicking in the promotional products industry. And, perhaps surprisingly, this year’s nominees were just as often praised for their over-the-top service for an in-house client in the same department as for an outside buyer or distributor client.
What makes the difference between mediocre and extraordinary customer service? PPB went to this year’s Service Superheroes to get their best tips for top service.
Tip No. 1: Be positive
Jessie Alberto
Field Office Manager, Geiger (UPIC: Geiger)
Industry Career Snapshot: Nine months at Geiger; 11 years at another industry company
Nominated by: Michele Cochran, Geiger
How She Earned Superhero Status: “Jessie manages the Geiger Southwest office and a team of sales service support people, as well as my sales/order management responsibilities, with grace,” says nominator Michele Cochran, Geiger. “While only being a team member for six months, Jessie assimilated right into the groove, learning our systems with ease, and she is already helping to enhance the experience for all of Geiger Nation by becoming part of corporate special-project groups in various departments. Jessie is adept, efficient, empathetic and professional. I value her efforts and know she is going to continue to help me and my business thrive.”
In Jessie’s Own Words
Best Part Of The Job: “The creativity involved with helping clients select the right item that meets their branding needs as well as coming up with ideas for specific events. I also greatly appreciate the variety that comes along with being in this industry. It’s refreshing to not know what new project you might walk into each day.”
Most Valuable Customer Service Lesson Learned: “It is all in the delivery. Everything doesn’t always go smoothly, and some clients you encounter from time to time may have a ‘tough’ personality, but treating everyone with courtesy and respect is key. I have found that even in a difficult situation it is best to be honest and stay empathetic. It’s also about listening and then being proactive with solutions rather than waiting for your client to come up with one.”
Tip For Great Customer Service: “Keep smiling. It may sound almost silly, but next time you pick up the phone or start an email to a client (whether internal or external), smile! You’ll feel better about what you’re saying and the person on the other end will be able to feel the positivity.”
Wish For One Superhero Power: “My geeky side wants to go with teleportation. I love traveling, and ‘beaming’ to different places around the world would be incredible.”
Best Personal Customer Service Experience: “Internal customer service is sometimes overlooked, so I would say that any time a colleague goes the extra mile for me, it makes me feel like I’m part of a real team. That’s certainly true at Geiger. Although we are spread out across the country, I have had moments of superb service provided by co-workers I haven’t even met in person. It doesn’t get better than that.”
How Jessie Saved The Day
The company received an order for 2,127 t-shirts that needed to be printed and shipped to 12 domestic locations and nine international locations—with four-day production. “Jessie managed all communications with vendors (wholesaler and decorator), while keeping both me and the client well informed regarding production,” says nominator Michele Cochran. “Once the job was shipped, Jessie updated the client’s Google document so all tracking numbers for each location were available for client reference.” All 21 shipments were delivered on time worldwide. “This was no small feat and was the first order for this buyer, solidifying what we hope will be a long-lasting relationship. Our business may not be rocket science, but there are so many details and factors involved in getting these unique projects out the door that if we don’t have smart, committed, support people in place there is just no way to get it all done. Jessie is an amazing asset to my team.”
