Building a Successful Customer Service Team with Adam Gould

September 24, 2019

Building a Successful Customer Service Team with Adam Gould

Adam Gould is a senior manager of sales operations at SanMar, overseeing many of our company’s customer service interactions.

In this episode, Adam reveals his tips for training an effective customer service team, discusses how technology helps employees who work remotely feel closer as a team, and explains how you can turn a challenging customer service experience into one that works in everyone’s favor.

THE FINER DETAILS OF THIS EPISODE  

  • Adam explains how his team works with the rest of SanMar and why working with all different kinds of people is one of his favorite parts of the job.
  • Adam relates his extensive customer service experience and discusses why he still finds interacting with clients refreshing.
  • What SanMar does to most effectively train its customer service specialists.
  • Discusses the relatively high number of employees that work from home and how SanMar has successfully pivoted to support them.
  • Adam’s advice for SanMar customers looking to train their own customer service providers.
  • How you can flip a tense or difficult customer service experience around.
  • Adam describes his own personal measure for success in his line of work.
  • Some of the highs and lows of Adam’s customer service work at SanMar.
  QUOTES  
  • “All along the way it’s been really fantastic to watch people grow and succeed.”
  • “It’s nice to be able to get out in front of our customers and see what’s actually happening in the industry.”
  • “We are well taken care of and we take care of our customers the same way.”
  • “You have to listen to the whole problem before you start to solve.”
  • “It’s really exciting to see people enjoy what they do and do it really well.”
  LINKS  


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