Press Release

First-call Resolution is Key to Award Winning Customer Service Rep's Success

The Customer Service Group's Frontline Spotlight Award honors Jessica Lohse for excellence in first-call resolution.

(Boonton, NJ, Feb 1, 2010) — Jessica Lohse is relatively matter-of-fact but shows a distinct focus on the customer when she describes her work as a Premier Customer Service Rep for Mercola.com, an online health and wellness company. "To be a premier customer service rep, you answer both the standard customer service calls, and the calls from our premier customers — those who have ordered in large quantities or who have been with us for an extended period of time," she says. "They get a little higher level of service."

Key to that higher level of service is a focus on first-call resolution. Lohse notes that it is in everyone's best interest to take care of as much as possible on the first call. Her goal is to eliminate time-consuming call backs, especially for international customers

Lohse is the February, 2010 recipient of the Customer Service Group's Frontline Spotlight Award.

We are delighted to honor Jessica, says Editor Bill Keenan of the Customer Service Group, a publisher of training and motivational materials for service providers. First-call resolution is a goal that most service centers strive for but it is only with skillful and dedicated reps like Jessica that it can be achieved.

To nominate a frontline service representative for recognition, visit the Customer Service Group website at http://www.CustomerServiceGroup.com/spotlightaward.php.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com