Customer Service Week is About our Colleagues
This week is National Customer Service Week, and when you work at an outsourcer where your product is customer service, this week is completely for and about our colleagues on the front lines who deliver exceptional service daily.
At FCR we regularly aim to create a fun, engaging work environment — doing things like coloring pictures of Nicolas Cage on his birthday and cooking bacon on Kevin Bacon’s special day. Fun is a constant in our centers which makes it difficult to imagine doing anything more to celebrate this week, but we’ve still managed to kick the festivities up a notch.
A quick scan through my inbox reveals that we’re consuming the likes of hot chocolate, breakfast cereal, barbecue, nachos, tacos, waffles, and ice cream at a record clip. We’re also giving gifts, wearing PJs, displaying SWAG from our clients, showing off our favorite sports memorabilia, dressing up as our favorite animals, and competing in random office games.
In this same spirit of appreciation, I’ve asked members of our leadership to share their own appreciation for our front line colleagues. Here’s what they had to say.
“The role of Customer Service Representative is a difficult and often thankless job. I appreciate every day that my colleagues choose to come to work, the support they give to one another, and the awesome service they provide to our customers. We could not be successful without all the hard work they put forth, or without their commitment to excellence. It’s a great responsibility, but also a joy, to be their leader.”
– Leslie Molloy, Operations Manager, Grants Pass
“Each and every day our colleagues perform world class work for some of the most interesting and respected companies in the world. Without our colleagues and their commitment to outperforming other outsourcers, FCR would not exist. Thank you to each and every person in our community who have helped to make us who we are today!”
– Matthew Achak, Co-Chairman
“Words cannot express the gratitude I have for every single person on each one of my teams. Each colleague shows an amazingly empathetic intuition towards their customer base and their peers. When any colleague may be down, almost instantaneously another will immediately do everything that they can to pick them up and ensure their success.”
– Kenneth Vibert, Program Manager, Grants Pass
“I appreciate our colleagues being patient and helpful to ALL customers, even the technically challenged. I also love the dedication and passion our colleagues show for the program they are on.”
– Candi Sherman, Program Manager, Roseburg
“It takes a very special subset of people to handle, care for, and resolve customer issues. I’m extremely humbled and proud to work with such a great group of amazing colleagues!”
– Jonathan Conger, Site Director, Veneta
“I am grateful to work with, and offer my support to, an amazing team of skilled, hardworking, and dedicated customer service colleagues that provide great customer service to our clients every day. I’m so proud to be a part of this amazing FCR team!”
– Ken Averett, Director of Facilities
“The colleagues that I work with here in Coos Bay are some of the hardest working and most dedicated people I’ve ever had the pleasure of working with. I’m honored to be a part of this team.”
– Troy Green, Program Manager, Coos Bay
“As a company we have a reputation for great customer service. It’s what sets us apart from the competition. Day in and day out our colleagues deliver a great customer experience and our clients recognize and appreciate it. Thank you for making our company great!”
– John Stadter, Co-Chairman
“The leadership team here in Veneta has proven time and again that they have the fortitude, dedication and stick-with-it-ness to withstand whatever changes that come their way. The colleagues in my program are of the highest caliber and I can’t describe how much potential is bubbling just beneath the surface. I am so proud to call myself a part of this team, and I cannot wait to see what we can do together!”
– Kimberly Kromholtz, Program Manager, Veneta
“Every day, our people touch thousands of people and help them have a better day. I appreciate their small part in making the world a better place through their kind service – day in and day out. It is an admirable profession and they do it well.”
– Katheryn Carnahan, President
“Sitting with my colleagues and listening to them has given me a great appreciation for their ability to provide the same great experience for their 1st customer as they do for their 50th customer. Our team has worked very hard to understand that even though they might be repeating the same answer for the 10th time today, their customer on the line is asking it for the first time today. My colleagues continue to amaze me with their patience and their ability to provide a great customer experience everyday!”
– Dawn Smith, Program Manager, Great Falls, MT
“I can’t say enough about the people who work here. Going above and beyond is something that our colleagues do on a regular basis. They do it because they care, because they want to, and not because they’re being asked to do so! Furthermore, the FCR Community never ceases to amaze me. From colleagues helping each other through tough calls, to colleagues stepping up to help someone in need, there is never a shortage of outstanding people here at FCR!”
– Thomas Blackwell, Program Manager, Grants Pass
“I appreciate how supportive my team is of each other. This supportive culture has created an environment where we see consistent outstanding results.”
– Aaron Merrill, Program Manager, Coos Bay
“I feel so very lucky to be a new part of my team. The entire team works very well together and displays unity on a daily basis. They understand the Purpose of what they do and how they can have a positive impact on people’s lives. Thank you, team. I appreciate you!”
– Lisa Cornish, Program Manager, Roseburg
“Thank you for your continued support of your team and colleagues. I can see that you go above and beyond to ensure that our clients’ questions and concerns are as important to you as they are to them.”
– Emma Jurado, Workforce Manager
“I am constantly impressed by the dedication I see each day on the production floor. Our colleagues take such a sense of pride in providing world class service, and it really inspires me to step up my game and be the kind of leader they deserve. The colleagues at FCR are the lifeblood of what we do and they are the reason I’m excited to come in each day.”
– Vallorie Petersen, Program Manager, Grants Pass
“I manage a complex program that utilizes many tools and technologies that challenge our colleagues on a daily basis to provide exceptional customer service, whether it be on a support call or chat, during a meeting event or conducting a training session. What I especially appreciate is their tenacity to work with our customers to help solve their issues. Each colleague possesses their own individual passion for this program and it shows by how they push their own envelopes of customer service and technical expertise.”
– Diane Burks, Program Manager, Roseburg
“I’d like to compliment our frontline colleagues for their excellent service. They help answer questions, sort out difficult situations, and even offer additional sales opportunities for many customers. They are professional and have the ability to get to the bottom of situations. Many thanks to all our colleagues and support teams that help our programs be successful!”
– Ruth McCullen, Vice President of Operational Excellence
“At FCR, I see colleagues who are passionate about their customers and the companies they support. Customer service is not easy work, the care our colleagues take is always impressive.”
– Krystina Burns, Site Director, Coos Bay
“The customer service that our program delivers day in and day out at such a high level is amazing! They truly want to help the customers they contact and want to have the customer walk away with a great experience.”
– Scott Parsons, Program Manager, Grants Pass
I’m not sure there’s anything else I can add. To our frontline colleagues and folks outside of our organization who choose to consistently deliver great service and enrich the lives of others, we’re so grateful for you. If you’d like to give a shout out to a person, team, or company for their incredible customer service, leave us a comment. We’d love to hear about it!
Director of Customer Experience
Jeremy Watkin is the Director of Customer Experience for FCR. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.