Ray has been with Next Day Flyers for less than a year but brings a wealth of enthusiasm and experience with him. In his 20+ year career, he has overseen customer care teams and call centers from 20 to 1,200 strong.
Originally from New Hampshire, Ray now calls Northridge home and is very busy applying his expertise and new techniques to the training, motivation, planning and management of the customer care team at Next Day Flyers.
Currently, there are three shifts on duty to answer the questions, solve the problems and assist customers who call or chat online. Customer Care coverage begins each morning at 7Am and extends until 11PM.
One of the major responsibilities on Ray’s agenda is the Training Program that educates new hires on the specifics of the Next Day Flyers products and production system as well as the finer points of customer care.
Training is a two-week process that encompasses learning the products and prices, production system, the call center software system, tips on the best way to juggle the workload, how to meet the goals that lead to enhanced customer care, and surviving many hours of listening to calls and role-playing.
“It’s Customer Care that sets Next Day Flyers apart. There are other online printers offering similar products – but our customers tell us that our customer service team is always helpful and friendly and have made the difference between success and disappointment,” Ray explains.
When kudos come in from customers, Ray lets the team members know how much they are appreciated. Other ways that customer care representatives are rewarded for their performance is with incentives including Prepaid Gas Cards – a big help with the recent increases at the pump. And when the entire team meets specific goals, they all receive a special lunch.
In the following weeks, additional members of the Next Day Flyers Customer Service Team will be introduced and have the opportunity to share their story with our customers.