Tip No. 4: Be honest
Talia Gutierrez
Customer Service Manager, American Ad Bag (UPIC: ADBAG)
Industry Career Snapshot: 12 years at American Ad Bag; previously a customer service rep
Nominated by: Carrie Sabo, MAS, American Ad Bag
How She Earned Superhero Status: “Not only is she in charge of the customer service team in our Illinois facility, she also helps me take care of the customers in my 13-state territory,” says nominator Carrie Sabo, MAS, American Ad Bag. “She is my ‘go to’ whenever I need a customer issue solved, an order rushed or general questions answered. She routinely goes above and beyond to keep our customers satisfied and makes it easier to do my job.”
In Talia’s Own Words
Best Part Of The Job: “Being a ‘solutionist’ and dealing with people both externally and internally.”
Most Valuable Customer Service Lesson Learned: “The most valuable lesson anyone ever can learn is honesty. You have to always be honest and up front when dealing with customers. When they call to vent about a problem, you need to let them finish their statement and not interrupt them and when they are done you should have a solution to the problem. I learned this from being the person on the other end with the problem and wanting the other person to listen to what I had to say.”
Tip For Great Customer Service: Be honest, courteous and attentive to customers’ needs.”
One Wish For A Superhero Power: “The power to anticipate and fix any potential problems and head them off before they become an issue.”
Best Personal Customer Service Experience: “Recently I called a company with a complaint and the service rep on the other end really understood my problem. The next day everything was the way it should be. If it wasn’t for the service rep who cared enough about her job and about me [as a customer], this issue wouldn’t have been resolved.”
How Talia Saved The Day
“I will never know about all of the things Talia does to help our customers as she is too modest to tell anyone about them,” says nominator Carrie Sabo. “However, I have received many emails from customers describing Talia’s positive attitude, willingness to help with issues and ability to offer suggestions to get customer orders out on time.”
