Setting the Bar High

Kristen is the Director of Customer Experience for myGreenlight. She’s been working with Ferrazzi Greenlight since 2010, helping with social media and market efforts. Now she cracks the (metaphorical) whip to make sure myGreenlight participants have an amazing experience.

Think of the term “customer service.”

Then think about calling your cable company.

What do you expect that service to look like? Feel like?  What emotions do you think you’ll be feeling when you are done?

OK.  You can calm down now.  It was just imaginary.  Sorry for putting you through that.

Now imagine a company that is all about relationships.  This company stakes its reputation on teaching clients to improve their relationships.  They are focused on the value of people.  The cornerstones of this company’s philosophy are generosity, vulnerability, candor, and accountability.

Imagine calling that company for help.

Your expectations are pretty high now, aren’t they?  It should feel amazing to deal with this company.  You should feel how much everyone you speak with values you.  You should not be frustrated.  Balls should never be dropped. You should never feel like anything less than a VIP.

Creating that experience is my job.

Luckily I am surrounded by an amazing team of people who are equally committed to making sure dealing with myGreenlight is a real-world example of what we are teaching you about what business relationships can and should look like.

In keeping with that – we are wide open for candid feedback – positive and negative.  If we get it wrong, let us know so we can fix it.  If we get it right, let us know so we make sure to institutionalize it.

I am excited about building something we can all feel good about.

Tell us what you think amazing customer service means, and how you know when you are getting it.

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About the Author

Kristen Bassick

Kristen is the Director of Customer Experience for myGreenlight. She’s been working with Ferrazzi Greenlight since 2010, helping with social media and marketing efforts. Now she cracks the (metaphorical) whip to make sure myGreenlight participants have an amazing experience.

Comments (4)

  1. Just a shout for the IT folks. Any problem I’ve had with the site has been resolved quickly, apologetically, and with a sense of urgency. It not only helps me but I have developed a sense toward reporting issues (knowing that they’ll be addressed). That sense can only help the site get better especially if others have the same feeling as it will allow “you” to know the issues (they won’t remain hidden). Thanks for the supprot!

    • This is great to hear Tim – I’ll pass it on to Craig and the team. Thanks so much for contributing to making the site better – we can’t do it without you!

  2. I don’t believe thatnyou recognize when you are receiving “good” customer service – you only really have consciousness of great or bad customer service. I stopped going to the new bagel shop that opened up in our neighborhood when I felt like I was getting in the waynof the employees quest to work on other things behind the counter. I go to Starbucks every day” and not always the same one or the same time but somehow someone there usually knows my “regular” drink and greets me with a smile like and old friend. Both of these situations stick out in your mind. In a perfect world, if everything is working right service is happening and you don’t even realize it. Problem resolution is another topic altogether and requires that the customer experience is not only positive but “right sized” as something has gone wrong. It either gets fixed to your satisfaction or it doesn’t andv I don’t believe that even the happiest customers will let that happen too often if things are not fixed to a high satisfaction level.

    • Totally agree! And I want to make sure that we have your perfect cup of coffee (iced, with soy milk and a little Splenda, just like you like it – oh wait – that’s me!) We want to be your new favorite hang-out!

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