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    Dental In the Community Vision

    Tis the Season for Great Customer Service

    Posted on by Deana Tobiczyk

    Ah, the busy holiday season is upon us. Whether you’re working in the retail or service industry, it is simple to lose sight of the big picture – the reason for your job – the customers! Busy schedules, extended work hours and family gatherings can be hard to balance. So how do you manage it all and keep your patience when dealing with the not-so-happy people? Here are a few tips:

    1. Remember it’s not personal.

    Really! The huff and puff of the unhappy, unsatisfied customer is merely a façade. Do they need help? Of course! Will one resolved “crisis” fix all their issues? Probably not! But what if, for one moment, the next service person they dealt with said, “I can help you with that!” A positive experience—a friendly smile or a cheerful greeting that they’d yet to experience for who knows how long—well that could make all the difference.

    1. Remember your company’s values.

    There are some call centers whose goal is to get you quickly through their phone queue and move on to the next customer. However, not every company has the same values. There are those that pride themselves on a one-call solution, leaving the caller feeling satisfied, appreciated and happy. Regardless of the customer’s attitude, it’s important to keep in mind your goals & objectives. Do your part to end the conversation with a content customer who had all their concerns addressed in a courteous manner.

    1. Follow through on what you offer.

    The key to success with any relationship is trust. Your customer needs to know you didn’t just tell them what they wanted to hear—so no empty promises! You are a representative of your company. Let them know your company is one they can trust.

    Every caller, every customer, every person—matters! This holiday season, whether you are the customer or providing customer service, make the effort to extend a smile or a pleasantry. Sometimes it’s the little things that makes the experience a little bit more merry and bright!

    Truassure


    All TruAssure dental plans are offered in association with the DenteMax Plus dental network arrangement, which includes dentists from the following dental networks: United Concordia, DenteMax and GEHA Connection Dental Network.

    About the Author

    Deana Tobiczyk

    Deana Tobiczyk

    Deana joined the VBA team in 2015 as the Member Services Manager and was an excellent fit for the role. Previously, she spent 13 years as a Heinz Customer Service Manager for their Order Management Team, focusing on process improvement and streamlining operational efficiency. She earned a Bachelor of Science in Education from California University of Pennsylvania. As the Member Services Manager, Deana is responsible for overseeing our seven-person call center for VBA members. Our Member Services department assists members with eligibility and benefit questions, locating an in-network provider and educating our customers on our vision benefits. She is also responsible for handing escalated issues and lens disputes, as well as managing our phone system administration, call statistics and creating new policies and procedures. Deana has been a Pittsburgher all her life. She enjoys spending time at home with her husband and two kids, and of course their rescue bulldog. When she can, she likes to go skiing and shopping with friends.

    The information contained above is intended to be educational in nature, does not constitute medical advice, and should not be relied on as a substitute for actual professional medical advice, care or treatment. If you have any vision, dental or other health related concerns, VBA encourages you to immediately contact your optometrist/ophthalmologist, dentist/orthodontist or any other competent, licensed, medical professional.