Customer Service Interview: Susan R.

rogers family company


In our last interview of the week we spoke with Susan R. receptionist and Director Of First Impressions here at Rogers Family Company.

Read more about Susan in her Inside Scoop interview.

How long have you worked in customer service?

I have been in Customer Service for 20 years.

Do you have a favorite customer service story?

As the receptionist and a member of the CS team, I often hear lots of stories. Customers tell me so much information that many times my response is, "you need a CS representative to help you."

How do you handle angry customers?

Sometimes I will get an angry customer and when that occurs, I listen, acknowledge the problem, apologize and let the person know I will be transferring them to our Customer Service Manager to help resolve the problem.

rogers family company

When speaking with a customer, what is your primary goal?

- Most of the time when people call a number for service you hear a recording, then you need to listen to a menu for your options. My primary goal is always make sure the customer speaks with a CS person and doesn't go to voicemail.

What is your most frequently asked question?

Most frequently people ask, "Can we buy coffee at your location." The answer is unfortunately no.

If you could send one message to all our customers or future customers, what would it be?

The message I would send to customers is, enjoy a great cup of coffee with a 100% satisfaction guaranteed.



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