Print+Promo 2020: Exceptional times call for exceptional customer service, and these 14 CSRs are delivering
Working efficiently, smiling with your voice and giving attentive post-order follow-up can go a long way in the customer service field. Not everyone has these skills, and it can be costly to your business if you invest in the wrong people. Add to the mix the worst global pandemic in over a century—which has led to the viral shutdown of multiple economies, mass furloughs and stressed out customers—and now you’re really testing the superhuman patience of a customer service representative. Fortunately, this year’s collection of standout CSRs are up for the challenge. They are making a difference in the customer experience, inspiring all of us to succeed. Read on to learn how they keep calm, why they love their job and more.
Greg Daniel
Printegra, a Div. of Ennis
Fairport, N.Y.
Inside Sales, Distributor Support, Customer Service
His Proudest Career Achievement: I am a working person, and I take pride in getting the job done and taking care of our customers. I feel a level of responsibility in making sure our plant is successful.
Jessica Defilpo
Barker Specialty Company
Cheshire, Conn.
Account Coordinator
Why She Loves Her Job: I love the ability to be creative, even in the position that I’m in. Though I process orders and follow up on them, I am able to provide input on how the decoration on a product looks.
Amanda Harris
Discount Labels
New Albany, Ind.
Senior Customer Service Representative
Her Best Advice: Customer service is a wonderful field to be in. Just stay positive and really listen to your customers so you can understand what their needs are.
Debbie Bostin
Sonic Promos
Gaithersburg, Md.
Director of Production
Her Approach to Customer Service: I am a fixer. I end up making sure things go smoothly and fix problems when they start. I do have the tendency to think I can fix vendors when things are not going right, but I really try to keep [to] what I know best.
Jill Kerske
Independent Printing Inc.
De Pere, Wis.
Account Service Representative
Her Approach to Customer Service: Partnership. They are not just customers, but project partners. We both have the same goals: create a product that satisfies their needs, while meeting deadlines.
Tracy Godley
Brand Advantage Group, a Safeguard Company
Minneapolis
Account Manager
Her Best Advice: Stay positive, stay consistent and realize that you are, many times, the last interaction a client has with the company. Remember that your job is customer retention, sales and issue resolution.
Carmen Martin
HCF Inc.
Hillsboro, Ohio
Sales Service Representative, Custom Order Specialist
Her Approach to Customer Service: My approach to customer service is just to treat people how I would like or expect to be treated myself. I always try to put a smile on my face before I answer a phone call as I do believe that it reflects in my tone.
Vanessa Wood
American Solutions for Business
Glenwood, Minn.
Promotional Sourcing Specialist
Why She Loves Her Job: I love that the company I work for believes in me, trusts me to work from home and do my job. They give me freedom to grow and learn and be who I am.
Cesar Perez
Goes Lithographing Company
Delavan, Wis.
Vice President, Sales Manager
His Best Advice: Have empathy and patience when dealing with customers and ensure you are knowledgeable in the products you represent and have clear communication with each and every customer.
Karen True-Smith
3M Promotional Markets
North Mankato, Minn.
Contract Account Manager
Her Best Advice: Sometimes when you think there is no solution, one evolves. Talk openly about the struggles so customers have a better understanding why something might not be possible, but then offer another option.
Holley Campbell
City Paper Company
Birmingham, Ala.
Customer Service Account Consultant
Her Best Advice: Be patient and know that it takes time to get up to speed with this type of job. While you are on the phone with a client or sales rep, make sure you take notes in case you need to reflect back later.
Kristie Johnson
Royal
Brooklyn Park, Minn.
Account Manager, Outside Sales
Her Approach to Customer Service: I want each customer to feel like they are [the] most important customer no matter how much business we actually do with them. I highly value cultivating authentic, honest and reciprocal relationships.
Jill Hamilton
Gemini Industries Inc.
Roxana, Ill.
Customer Service Lead
Why She Loves Her Job: I truly enjoy the friendships that I have made with customers and meeting them at shows so that you can put a face with the voice.
Sarah Hoffman
Kay Toledo Tag, a Div. of Ennis
Toledo, Ohio
Customer Service Representative
Her Approach to Customer Service: My approach is to listen to the customer, find out exactly what it is that they are looking for and give them the best service that I can. Our customers come first, and we want them happy.
