“To be good in customer service, you have to be moldable, like putty,” says Jennifer McClary, Client Care/Customer Service Manager at ROBYN. “You have to be able to fix problems and smooth things out.”
The Customer Service Department at ROBYN Promotions is different than most customer service departments. “We’re not just a call center,” says Jennifer. “We pull products and pick orders when we need to, and we sell products, too!”
“I believe that customer service is your main line to your customers. Our Account Executives make the first sale, but we keep them coming back,” she said. Donald Porter, VP of British Airways, would certainly agree:
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
“We are the voice of ROBYN Promotions,” said Jason Ferguson, Client Care Specialist. “To be effective in our department, you have to care about your customers and work to make them feel comfortable. If there’s a problem, we fix it.”
Jennifer says there are two keys to providing exceptional customer service: “#1 - Never Panic. Get to the bottom of the problem and assure the client you will take care of it. #2 – Follow through. If you say you will do something, then do it! This is how reputations are made.”
Of course, providing customer service at ROBYN is entirely unique because these professionals also provide support for the company stores of many well-known brands across the United States and Canada. “Technology has changed things a lot in the last twenty years,” Jennifer said. “Today, people are trying to get more done in a shorter amount of time and they often use email instead of calling, but we’re still able to make friends with our clients,” she says as she points to the collage of pictures of kids and pets sent to her from friends across the country.
“These friendships make for great client relationships,” she continued. “When I send one of our customers a flyer with ideas for the coming season, it’s not junk mail. It’s helpful hints from a friend.”
These relationships extend all the way to the client’s customers, too. When a visitor to one of the online company stores has a question and clicks the “Contact Us” button, it’s the ROBYN Client Care team who receives the email and helps them out. And, on the off day when a customer receives the wrong product and calls the toll-free number on the packing slip, it’s a ROBYN Client Care Specialist who answers the phone to fix the problem.
"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it." – Peter Drucker
At ROBYN, customer service is more than a department… It’s our way of doing business. And we offer that same quality service to your clients, too.
Posted on Thu, November 15, 2012
by Brian Blake