Tip No. 10: When debating between a phone call or email—start dialing
Phred Young
Customer service rep, 3M Promotional Products (UPIC: Post-It)
Industry Career Snapshot: 32 years at 3M including two years as a printer, nine years as a CSR, seven years in accounts receivable and 14 years as an inside sales rep
Nominated by: Bob Black, The Identity Group, Inc.
How He Earned Superhero Status: “Here’s a customer service rep who wants to make sure you’ve got the right product for the application intended,” says nominator Bob Black, The Identity Group, Inc. “He’s also conscious of your budget and advises of the options that exist. This is not your standard upsell but rather a thorough education on providing the proper product. The sales come as a result of the complete honesty and the wealth of information he provides.”
In Phred’s Own Words
Best Part Of The Job: “The people of this industry and all the creative ideas they generate.”
Most Valuable Customer Service Lesson Learned: “If you want success, just be yourself and know your product line.”
Tip For Great Customer Service: “Pick up the phone. One call is worth a thousand emails.”
Wish For One Superhero Power: “The ability to ensure all the world’s children get the best we can provide—they are our future and our most valuable asset.”
Best Personal Customer Service Experience: “No one thing stands out but when spending time or money on something, I most appreciate those individuals who take the time and effort to make the experience memorable and worthwhile. Great service is out there; you just need to find it.”
How Phred Saved The Day
Phred provided an almost instant virtual to his client, Bob Black, The Identity Group, Inc., but instead of just providing what Black specifically asked for, Phred created a second version of what the client really should be using. “Guess what? Wisdom and experience won out and we secured a very significant order,” says Black.
