Print+Promo Marketing 2021: Meet nine customer service professionals who keep the print and promo industry running
Customer trust is one of the most important factors in a brand’s long-term success — and exceptional service is the way to earn it. If we think about it, we are all in customer service, simply doing our best to make clients feel heard, understood and supported. But, customer service representatives (CSRs) in the traditional sense typically are at the front line fielding the brunt of criticisms. Add to the mix a world-historical pandemic resulting in raw material shortages and port congestion, and suddenly “smiling with your voice” just got a lot harder.
That said, Print+Promo Marketing’s 2021 collection of CSR All-Stars haven’t lost their spark. They care for their customers and continue to make a difference in the consumer experience, rarely wavering in their love for this industry.
Read on to learn how these nine CSRs stay inspired, navigate challenges and more.
Samantha "Sam Thurber"
Navitor
North Mankato, Minnesota
Customer Service Representative
Her Best Advice: Take one interaction at a time, do not rush yourself. Learn as much as you can, because the power of knowledge in print helps you so much. Always sign up for the extra training or volunteer hours. Never be afraid of trying something new.
Olivia Monroe, TAS
Barker Specialty
Cheshire, Connecticut
Account Coordinator
Her Approach to Customer Service: My approach to customer service is to always be flexible and have open ears, and by that, I mean to truly listen and understand the needs of your clients and vendors.
Kim Hendrix
Sportsman Cap & Bag
Lenexa, Kansas
Customer Service and Merchandising Specialist
How She Keeps Calm and Stays Inspired: I believe in “customer comfort.” Customers need help and I am ready to support and find solutions. The comfort for the customer is knowing that if they call me, they have a partner.
Lois Hollenbeck
American Solutions for Business
Glenwood, Minnesota
Sales Process Trainer
How She Keeps Calm and Stays Inspired: I’ve been in their shoes at some point. I’ve learned to take things step by step, use a calm voice and reassure them that we will figure things out. However, don’t over-promise.
Kathy Shultz
Independent Printing Co.
De Pere, Wisconsin
Account Service Representative
How She Keeps Calm and Stays Inspired: I approach each day fresh and with an open mind. Patience is my superpower. Many things happen each day, some we have control of and some not much.
Tanya Kerwin
William Exline Inc.
Cleveland
Office Manager
Her Best Advice: Always be polite. Smile when you talk — it makes you sound happy to be at work. Get to know your customers, even if you never meet in person, you feel like you have been friends forever.
Kathy Hess
Evans Manufacturing Inc.
Garden Grove, California
Customer Service Representative
How She Keeps Calm and Stays Inspired: I work with an amazing group of people that I consider to be close friends. We support each other on the rough days and are able to get through anything with a little bit of humor and a well-timed kind word or two.
Christina "Christy" Garcia
Royal Business Forms, a Div. of Ennis Inc.
Arlington, Texas
Customer Service Representative
Her Approach to Customer Service: I think a positive attitude is key. Your attitude comes through your voice on the phone. If you’re smiling and happy with the distributor, they can tell, and it sets the tone for the call.
Twila Milburn, CLS
Ward-Kraft Inc.
Fort Scott, Kansas
Customer Service/Estimating
Her Proudest Career Achievement: Working and getting to know my clients, not only as customers, but as friends. Knowing and understanding their needs and making it happen.
