Award-Winning Rep Heads Off Disaster
Shipping live plants across the country adds to the complexity of customer service at Ball Seed Company.
(Boonton, NJ, April 14, 2015) Strong problem-solving skills, calm under pressure, and teamwork all play a critical role in customer service success. Especially when your product is vulnerable young plants.
Kate Frazier, a customer service rep for Ball Seed Company was recognized in the April issue of The Customer Communicator for her commitment to getting her customer’s live plants delivered safely despite freezing temperatures. Frazier explains:
"I had a customer who was expecting a very large shipment of young plants. But the weather across the country recently has been very erratic, and exceptionally cold. The customer’s order was shipped via air freight, and the customer had a standing order to have the product trucked to his door from the airport as soon as it had landed. But our supplier or forwarder missed that instruction."
The mistake was potentially going to result in a loss of thousands of dollars’ worth of plants, Frazier says, fortunately, she was able to work with her company’s supplier relations team to come up with an alternate method of delivery, and the plants got to the customer with only a two-hour delay.
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.