CCC’s multi-faceted service operation provides our customers with hundreds of friendly, efficient, and personalized experiences, 24×7. I know because I am fortunate enough to manage that operation.
We regularly analyze customer experience (CX) metrics to identify friction points and improve workflows so our customers can have the smoothest and best experience possible. We have grown our team to over 50 colleagues distributed across 10 countries—all to ensure we are always accessible to our clients. Our Customer Service group embraces and leverages the best of modern technology to help our customers quickly and easily achieve their desired outcomes.
The single most defining component of our customer service organization, however, is not the technology we employ or the data we track or the accessibility of our team. Rather, it is the incredible group of people who show up every single day to make our customers feel valued. They are the folks behind the computer screens and phone lines who have an immense impact on our customers’ experience with our organization.
During Customer Service Week, I’d like to share a few glimpses into what these incredible people do every single day—the subtle ways they exhibit patience, care, and consideration to make our customers feel valued, and how they go above and beyond. For example:
- Jeanne helped a customer track down an author even though that author was outside of our company platforms. She then initiated the permissions request for the customer directly through the author’s publisher.
- Anda offered to personally cancel and re-enter each of her customer’s orders after he realized that he had entered them incorrectly.
- Lee helped her customer re-write a complicated permissions request to a publisher—a task well outside of the responsibilities of her role—and then offered to stay on the issue with the customer if the publisher required the terms to be modified in any way.
- Jennifer noticed that her customers were often unsure about how to submit a specific type of permissions request, so she created a step-by-step guide that her customers could use as she walked them through the process and also keep for later reference.
- When Christine’s customer needed something that fell outside of our company’s offerings, she researched the subject after her call and provided the customer a link to another organization that could help.
- Adrian helped a customer on a tight deadline place a special order and then reached out directly to the publisher to ensure his customer received what she needed before her deadline.
There are so many more stories just like these. These engagements comprise the heart and soul of what our team is all about. They are, individually and collectively, a tremendous asset to the organization, and I am reminded of that every day — especially during Customer Service Week.