A Customer Service Leader Worth Following
First off, Happy Boss’s Day! If you have an awesome boss, make sure you’re celebrating them today!
This little clip, while quite funny, immediately brought my boss to mind. Jeremy Watkin (@jtwatkin) is the Co-Founder of the Communicate Better Blog (@commbetterblog) as well as the Director of Customer Service for Phone.com. Not only does he post motivational blogs weekly, but he dedicates his time to leading his Customer Service team down a path towards excellence. Here’s a quick glance at what his day typically looks like:
Daily check-ins: Monday through Friday, Jeremy leads us in morning meetings to provide us with some inspiration for our day, important updates, what tasks we are tackling and anything we’re struggling with.
Social check-ins: Checks out our social sites to make sure we’re up to date and staying connected with our customers. Not only does he make sure Phone.com is actively posting on their walls, but he contributes to the Communicate Better Blog more than once a week.
Customer support: Yes he is the Director, but he also stays in the support loop by helping out customers. Jeremy works on emailing those who need assistance, handles direct calls with customers and if need be will make himself available to do an in house support visit for those customers near his area. He also listens to the customer and takes their feedback to heart. He’s always looking for ways to develop and enhance the customer experience.
Supporting his team: If we have a question, his door is always open. He makes himself available to everyone in our office, not just support staff, to help with a variety of tasks and questions. If he doesn’t have the answer you need he’ll point you in the right direction. Also, he ensures that those in customer service have different areas to branch out by helping with different projects. With the opportunities he’s created our support team won’t feel stagnant in their day to day tasks.
There’s much more that Jeremy does at Phone.com. He truly does go above and beyond the call of duty and his passion for customer service is stimulating.
And, in honor of boss’s day, we’ve ironed this beautiful image on shirts to wear and express our gratitude for Jeremy!