How many times have you been on the phone with customer service and felt like you were speaking with an automated messaging service? Conversely how many times has great customer service made your day? There is no better feeling than someone paying attention and valuing your concerns. This week, I had the opportunity to speak with Vanesa, a Customer Service Associate. Vanesa makes sure her clients are not only taken care of, but know how important they are.
Our CSA’s have a unique ability to develop lasting relationships with clients through interacting with them on a weekly basis. Vanesa loves getting to know her clients;
“I love when clients learn we are there for them and they begin to trust us. Our calls are often distractions from people’s busy days so it’s rewarding getting to the point where we know them and can brighten each other’s days with a funny story. Getting to the point of comfort comes from always going the extra mile to solve problems instead of giving them an ‘I’ll get back to you.’”
Taking the time to learn about people not only breaks down their walls, it also helps Vanesa understand what kind of products her clients would enjoy and make recommendations to enhance their office experience. “I try to give my feedback as much as I can. If you can speak to something, you inspire confidence in a purchase decision. With all the sickness going around I have loved talking about the Bright Tea Flavia packs. I love the Green, Lemon, and Immunity and they have been a big hit among people who have tried it. Connecting the dots from trends to products makes those conversations easy.” Employees like Vanesa who care to turn a phone call into a day-changing experience are a prime example of the level of service ARS prides itself on.
This week, take a moment to study what is going on around you. Pick up on something small. The smallest details can make the biggest impact.
LOOKING AHEAD: Speaking with Vanesa made my creative gears start turning. I love when people make the connection between things that make people feel a certain way, and a product that can suit that feeling. How can you put those pieces together?