Carrot-Top Industries prides itself on providing the highest level of quality customer service to each and every one of our clients and customers. In recognition of Customer Service Week 2016, Carrot-Top sat down with Sonya Parker, Manager of Carrot-Top’s Customer Care Center. Parker offered key insights into company’s core values of customer service and how those values guide the company, its customer Care professionals and all of Carrot-Top’s employees on a daily basis
Carrot-Top: What is Customer Service and what does it mean to Carrot-Top?
Parker: Customer Service is taking care of a customer in the way that only a caring expert can. A Customer Service Pro at Carrot-Top has plenty of product knowledge and uses it to recommend products that will best suit the customer’s need. It’s not about selling a more expensive product; it’s about asking the right questions to find out exactly what our customer hopes to accomplish with their flag or custom product, and ensuring they order what will make them truly happy in the end. We care about solving problems for our customers, not just taking orders.
To Carrot-Top, customer service is our competitive edge. In this electronic age, the human touch is still extremely valuable to both consumers and businesses. We get hundreds of calls each day from customers who prefer to talk to us. They want that expert advice and personal service.
What does Carrot-Top do to uphold the company’s standards of great customer Service?
Parker: To uphold our customer service standards, we listen to our customers to help us to identify and prioritize training opportunities. When customers often question a particular product that tells us we need to do a better job of communicating specifics about that product – in our catalog, on our website, and while on the phone discussing it with customers. When customers are dissatisfied with something about their experience – turnaround time on a quote request or custom artwork, for example – we take a look at our internal processes to identify ways to improve in those areas, and to hold our staff accountable for meeting expectations.
How should a customer contact us with concerns about products or customer service?
Parker: There are many ways that a customer can contact us with questions or concerns, because we want to be available in whatever manner works best for each customer. We can be reached by email at [email protected]. We can chat online with a customer on our website. Of course, we (as real humans!) are available to personally speak with customers every Monday-Thursday from 8am-6pm and Fridays from 8am-5pm. I am also available to speak to any customer who wants to give feedback to me personally. As the Customer Care Manager, I take pride in helping my Customer Service Professionals to consistently raise their level of service one phone call at a time.
Any last thoughts you’d care to share?
Parker: It’s nice to work with a group of people who really treat each other like “family”. We know each other’s families. We celebrate each other’s special times, and help each other through the hard times. Our Customer Service Professionals have worked in this capacity for Carrot-Top anywhere from 1-21 years. The old-timers have seen lots of changes in the industry and in business in general, but remain loyal to Carrot-Top and all we stand for. Our fairly-priced, top-quality products - delivered quickly and with guaranteed satisfaction – are solutions we are proud to provide our customers. We are a family owned business and our owners are great to work for; they care about our delivering the best service in the industry, and they care about Carrot-Top employees. Happy, motivated and appreciated employees are more productive, caring, and determined to do their best to exceed the expectations of every customer. We enjoy doing what we do and it shows!