“We’re the customer loyalty team!”
“We’re the customer loyalty team!”
The heart of every marketing service organization is its Customer Service team. They are so much more than a friendly voice on the phone. They must combine exceptional industry knowledge with organizational skills, and the ability to communicate all of it with our customers. Each rep puts themselves on the customer’s team – we’re all reaching for the same goal.
In the last year, ProList has made a marked effort to strengthen its customer service team – and it’s paying off, building on an exceptional core and bringing in one of the most experienced groups in the business. Our team members have, on average, nearly ten years industry experience.
Emily Reynolds, Lead Project Manager has been with the company for six years. “We understand how our work fits into ProList’s mission to help our clients best communicate with their communities, and we have clear goals that are tied to ProList’s clients’ and our company priorities.” The team uses sophisticated business management tools to ensure that there is continuous improvement in service to our customers. “We may never be perfect, but we want to be sure we are always improving.”
Excellent product knowledge is the secret sauce, according to Julia Ahalt. She trailblazed as a female press operator back in the 80’s and has worked in printing and mailing her entire career. Arriving at ProList in May this year, she appreciates ProList’s investment in experience. “Experience and good training mean we can handle our client’s requests promptly and confidently. People realize they’re in safe hands.”
Jess Ground has also been with ProList for six years. “I think our clients appreciate us as partners in the achievement of their goals. It’s not just the final product that matters, but the way in which we achieve it. I see my role as supporting my clients and ensuring their needs are met. We’re the Customer Service team but we should be called the Customer Loyalty team because that’s what it’s all about!”
Christopher Gatling, who’s joined us from FedEx values the effort ProList is putting into building a great workplace – whether that is at home or in the office, as ProList plans to offer Customer Service team members the opportunity of choosing on-site, remote, or hybrid work arrangements in January 2023. “This will be a big step. There’s a lot to be done, but I expect the change will provide high productivity, even better customer service.”
For Joy Nase, a “customer service mindset” makes all the difference. Joy has more than twenty-five years’ direct mail customer service and production management experience. “How you think about your clients influences how you respond to them,” she says. “Thinking about what the person ‘at the other end of the line’ needs and how I can help them, putting myself in their shoes, is what I really love about this job!”
ProList CEO, Pete McEvoy, is thrilled with the advances of the Customer Service group over the past year and stressed the holistic nature of the changes that the group have brought about. “The team have been eager contributors to the change management processes and training we’ve delivered in recent months. They know we’re invested in them. They have tremendous pride in what they’re doing. Everyone collaborates in a review process that’s forward-looking, and is based on principles of continuous improvement, benefiting our customers and our bottom line. I’m excited about the challenge of the upcoming busy season!”
There’s a saying that “Profit is the applause you get for taking care of your customers and creating a motivating environment for your employees.” That’s the focus at ProList, and the recipe seems to be paying dividends for the Customer Service team and their satisfied clients.
