IMS Quality Customer Service
Vanessa Weber, IMS’ Customer Service Manager, discusses the importance of customer service.
What does quality customer service mean to you?
Customer service is making it easy for customers to do business with you. And, it ensures that each and every person within the organization has the same goal to provide a positive experience for our customers every time.
How do we ensure we continually exceed client expectations?
Ask them! Getting feedback and staying in touch with our clients is critical in helping us make specific business decisions. This feedback impacts what direction we move in as a company. We want to know what we are doing well and continue to build on it and also what we can improve upon or get better at.
What are our hours of operation?
The Customer Service hours are 7a.m. – 7p.m. CST, however, in the rare case of an emergency our IT staff and account directors are always available to take care of clients’ needs.
How does the customer service team assist with shopping needs?
We ask questions. We want to make sure we understand our customers’ needs or their team’s preferences and then we work to match them with a specific product or provide different options that will help fulfill their shopping needs.
What is your favorite part of the team?
We don’t just go through the motions like we are on “auto-pilot.” Everyone is here because they love making a difference. Every person in this office is an individual who has the opportunity for their own personality to shine through. However, our ability to work so successfully together as a unit, with the same goal of a happy client, allows for successful relationship building.
What characteristics do you look for in a customer service representative?
It truly does take a special skill set to be a customer service representative. A person needs to:
· genuinely like to interact with and help people
· be a good listener
· have a friendly, confident tone of voice
· be able to think outside the box when trying to resolve an issue
· think ahead to provide a customer with different suggestions or options they may not have even been aware of
Has your perspective changed in regards to your personal expectations on customer service?
I think as a consumer myself. I am more aware of the different levels of customer service, from very poor to exceeding expectations, and then somewhere in-between. A majority of my experiences are just somewhere in-between: not bad, but not extraordinary, just OK with no one really standing out.
I think that the “just OK” experience is what many people are accustomed to receiving. This leads me to believe that there is a lot of opportunity for any business or company to stand out by making customer service their top priority and being consistent with it in everything they do. This is our goal at IMS. Customer service excellence should be part of the culture, at every level, within every customer interaction and within every workplace. Those are the places I remember – and they are the ones I want to continue to give my business to and support!