How I’m Helping Take Customer Care to the Next Level
Contributed by Kellsi Vitelli, Customer Success Specialist, 2.5 years
On the Right Track
Just a month into my new role as a Customer Success Specialist (CSS) on R.S. Hughes’ Customer Care team, I received confirmation that having a single person dedicated to a major customer was the right approach.
In early November, I visited a major national account customer to conduct a quarterly business review. I was joined by Kathleen Westmoreland, Senior National Account Sales Representative, and Matthew Russell, National Account Customer Service Manager. I explained to the customer that I was now the face of their customer service at R.S. Hughes.
Immediately, the customer said, “That’s exactly what we’ve been hoping for. We thought [something like] this would be a great idea, but now that you’re implementing it, it sounds amazing.”
The CSS role delivers consistent service, anticipates customers’ needs and provides a very high level of service that differentiates us from competitors. I’m responsible for 20 accounts, including two major national customers.
A New Approach to Customer Care
My customers appreciate that when they contact R.S. Hughes, I am the person who responds every time. Whether through email or phone—which goes directly to me—customers’ shipping or ordering inquiries are taken care of quickly. There’s no frustration or time spent getting a service representative up to speed because I already know my customers’ business requirements.
Dedicated Customer Care is white-glove service for R.S. Hughes’s largest customers. We want to ensure these valued partners don’t get a different person handling their inquiries each time they call. They want someone specialized and focused on them. I’m happy that I can provide that.
As a CSS, I process customer orders, investigate issues and requests, develop quotes and do anything else the customer needs. They still have their sales representative, but they can reach out to me if there are any issues. If there are inquiries I can address, I take care of them. My goal is to ensure that my customers know that if they reach out to me, they will get a timely response. That they’re taken care of. They know that if they reach out to me with a problem, I will solve it.
Team Support
While I’m the face of R.S. Hughes Customer Care for two top customers, a team approach is critical to providing top-notch service. I have a team above me, National Accounts, that helps. I could not do it without them. I’ve always taken a lot of pride in making sure I do as much as I can. But now we have a team for receiving, a team for order entry and a team for accounts receivable.
This increased specialization allows the teams to provide better customer care. I think the customer experience is going to be one where things are done in a timely manner and with a lot of focus because each team on the inside has its dedicated customers to focus on; I know everyone’s on board. Once our flow is completely set, it will be a seamless experience for our customers.