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“Customer Service Week” is celebrated during the first full week of October. This is a week to celebrate the customer, and those who make the customer experience amazing. Every day, we strive to provide an exceptional experience that thrills our subscribers. There is no way to make this happen without a team of highly engaged, motivated, passionate customer support professionals.
When someone thinks of a customer service professional, a technical support specialist might not be the first person that pops to the top of their list. In the world of IT, it is easy to get bogged down in all of the jargon and “tech speak.” That feeling of working with someone who speaks another language can be intimidating and frustrating to users who call the Service Desk for assistance…but it doesn’t have to be.
Helping all IT applicants understand their role in customer service is a very important piece of the hiring puzzle, and one that you should place a lot of focus on. Without empathy and urgency, the customer service experience will suffer. Customer service week is a great opportunity to remind your team of the role they play in your overall customer service team!
At Collabrance, we use the week as a great opportunity to follow one of our core principles: “We make time for fun!” We have contests, puzzles…and food to celebrate! We use this week as a chance to thank our team for all of their hard work, and their commitment to our customers. Keeping your employees engaged, helping them to see the bigger picture, and showing your appreciation for them can set you up with a team that works to exceed customer expectations during every interaction.
Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.