bringing all the talents and gifts I have to the table.
The word that stands out to me most in this year’s Customer Service Week theme, is “Excellence.“
I am a believer that Excellence itself can mean many different things to all different kinds of people. The way we define it depends on several factors, such as our personality, how we choose to look at life, and our past and present experiences. To me, Excellence means always working to be my absolute best self.
My career in Customer Service has lasted for over 25 years. In those 25+ years, I have trained 100+ individuals on what it means to be an Excellent Customer Service (or, as we say at Kennametal, Customer Experience) Representative. Most importantly, this includes teaching each trainee the importance of delivery. Why? Because what we do as a Customer Experience Representative is enough to shape the customer’s entire perception of our company.
To deliver Excellence, we must offer everything that we have to the customer. The tricky part about teaching this to my team members, is having them understand that not everyone will bring the same exact thing to the table. And that’s okay! Never should we try to be like somebody else. Because someone else’s Excellence is different than our own Excellence — And that’s something we should embrace!
I always want to make sure I leave each customer with the “WOW” factor. This is how I ‘Say “YES” to Excellence’ for both my company and for myself!
Kennametal Customer Experience Representatives Deliver the Promise to valued customers each and every day. For more information on how our team of Different Thinkers strive to find and serve our customers, we invite you to visit our Company Profile.