Paternity Testing Customer Service: Making a Difference
One of the most important things that sets any company apart from another is how well customers are treated. And with an emotional and potentially life-changing experience like paternity testing, when a customer calls in with a question, concern, or to get test results, it’s essential that the customer service agent on the other end of the line be knowledgeable, courteous, kind, and understanding. At IDENTIGENE, we’re proud of the standard of excellence our representatives set for paternity test labs as well as for the service industry in general. Consistent 5-star reviews from our customers confirm the department’s solid work ethic and caring, professional interactions.
In honor of Customer Service Week, we’re spotlighting some of our representatives. To protect their online identities, we refer to them only by their first initial.
Position: Customer Service Rep I
How long have you been doing customer service work in general and how long have you been at IDENTIGENE?
I have been working in the customer service area for almost 14 years and have been with IDENTIGENE for eight months.
What motivated you to choose working in customer service, and what keeps you motivated now?
I like working with customers and helping them out in any way possible.
What do you enjoy most about your job?
It’s nice knowing we are giving them life-changing results. No matter what the results are, it’s good for them to know. I work with a bunch of great people who are team players. They’re always there if someone needs help or questions answered.
Do you have a favorite customer service story? Tell us!
A grandmother call in for the results from her grandparentage DNA test. Her son was killed a year ago and he was her only child. The test she submitted for herself and the baby was positive for a biological relationship and he was her grandson. She was so happy and excited, and it was so awesome for me to be able to give her the news that she really is a grandma!
What advice would you give to someone who’s considering working in customer service?
Be a team player; don’t ever taken anything personal when dealing with upset customers; leave your personal problems at home: customers are always the number one focus. Finally, always have a positive attitude.
Follow us on Facebook and Twitter! If you have questions about paternity tests or other DNA testing services, please contact our Client Support Center at 888-404-4363, Mon-Fri from 9 AM to 6 PM Eastern Time. Our friendly, expert representatives are ready and happy to help. Get answers anytime by visiting our Help Center.
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