Written By: Lindsay Sanderson, Customer Relations ManagerApr 13, 2012
Hi! I wanted to take a minute (or 2) and introduce myself and tell you a little bit about what is happening in the world of customer service at Flaman. My name is Lindsay Sanderson. My official title is Customer Relations Manager but you can just call me Lindsay or the girl who calls you and talks really fast. My job was added not too long ago. Mostly I call customers (like you) to see how your experience here was. While I have been calling people I have learned that customer service can happen in 2 minutes or less (sometimes more but usually less).
Just about every day I go into my computer and I pull out a list of customers who have visited one of our locations and call as many as I can. Most of the time these calls are very short, under 2 minutes, although some are a bit longer. Usually the longer conversations come from when we have fallen down and screwed up. These conversation are not always fun but they are interesting and challenging. And I love a good challenge. Hearing about our weaknesses and failures is not the bright point of my day, but we have learned some very important lessons (those are for future blog posts).
More often than not I do get to hear really great stories about our people and our customers. When this happens I love having a great excuse to get out of my office, head down to the sales floor, shop or parts counter and say – “Hey I just heard the greatest story about you!” That is a pretty great part of my job.
These phone calls are customer service to me. They are about trying to learn what is happening from our customers' perspective. If we haven’t talked yet I look forward to talking with you! When I call you, I don’t have a formal survey that I am trying to fill out. I want to hear what you have to say, what you are thinking and what you would like to see. Like I said before, I talk really fast so 2 minutes is usually all it takes but if you want to talk slow or long I am good with that too!
If you have something that you really want to talk about (but I will warn you I am not very well versed on the finer points of hockey and football) please give me a call anytime at 1-888-435-2626.
LindsayPosted in Uncategorized | Tagged with customer service flaman phone call survey story | More articles by Lindsay Sanderson