Shannon Hutchinson-Maher has been working at Ash City for just over 10 months and has developed into one of the most valued customer service representatives. She always exceeds expectations when it comes to accommodating customers and making sure their needs and wants are met. Through her diligent work she always ensures that customers are left on a positive note and the issue at hand has been resolved.
In this short interview Shannon shares insight, experiences and advice about how to be a successful customer service representative.
Can you describe the kind or work you do as a Customer Service Representative?
I assist my dedicated roster of customers with their day-to-day needs. Monitor orders, quote jobs, and provide decoration information.
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I enjoy the way that we all come together at the end of the day to get the job done. No matter what happens, in the end, the customer is all that matters; and it is great that we can pull together as a team to make it happen.
What do you enjoy most about your career?
Interacting with a variety of people and personalities; customers and co-workers alike. It keeps my days interesting, and there is never a dull moment.
What tactics do you use to maintain the best client/company relationships?
I try to be as nice and accommodating as possible. We are all trying to assist someone in doing the best job they possibly can, for themselves and the client. I take advantage of any tools that I can utilize to make that easier, clearer or more interesting
What keeps you motivated when you are dealing with a difficult customer?
Nothing beats the reaction when the order is produced and delivered, and knowing that I helped make that happen.
What tactics do you use when dealing with a difficult customer? Can you provide an example of when you have used this technique?
I try to stay focused on the end result. I know and recognize that people are just trying advocate for their client and their needs. If we can all stay focused on the goal, it makes things a lot easier and the difficulty will fall by the wayside in the end.
How has experience changed the way you interact with customers?
They depend on us to fight for them, and advocate for what they need. Experience has taught me that as long as you do this in a timely manner, and are pleasant about it; there will be no hardships or hassles. I try my best to build relationships with my customers, pick up the phone and talk it out whenever possible, and make sure I recognize what it is that they need right from the get go.
What advice would you give to someone just entering this career?
You cannot treat this job as just a job, you need to care about your customers, build relationships, rapport and common ground with them. The more effectively you accomplish those things, the easier it will be for you to help people and make your days run smoothly.
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