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.

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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. 

 

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 II

How long have you been doing customer service work in general and how long have you been at IDENTIGENE?

This has been my first experience doing customer service. I’ve worked at IDENTIGENE for one year and 7 ½ months.

What motivated you to choose working in customer service, and what keeps you motivated now?

I’m studying social work, so I wanted to get more experience helping people. I oftentimes remind myself of the good we are providing and the importance of knowing where you come from. This work can be intense, but it’s very rewarding.

What do you enjoy most about your job?

I love helping people form families. I can’t imagine how difficult it must be to not know if a child or someone else is biologically related or not. Being part of that process is quite rewarding for me.

What advice would you give to someone who’s considering working in customer service?

Although challenging at times, it really does make the world go ‘round. We all need assistance when dealing with new products, processes, or procedures. Working in customer service helps all of us!

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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. 

 

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: Team Lead

How long have you been doing customer service work in general and how long have you been at IDENTIGENE?

I have been doing customer service for 5 years and have been with IDENTIGENE for 4.9 years.

What motivated you to choose working in customer service, and what keeps you motivated now?

I enjoy working with customers on a daily basis. I love the feeling of knowing our customers have questions and we have answers.

What do you enjoy most about your job?

I enjoy working with my coworkers and company. The environment is friendly and welcoming. I enjoy hearing our customers’ stories-they are all so unique!

Do you have a favorite customer service story? Tell us!

I had an alleged father call me for results. This father who had raised the child for two years was very nervous. I had to tell him he was not the biological father of his little girl. There was silence on the other end of the phone and I knew something was not right. He said he had a feeling all along. But what he said after that will always stick with me: “This test will not change who I am to my baby. I will always be her father no matter what the DNA results say. She is beautiful, smart and I am lucky to be her dad.” That brought the biggest smile to my face and I congratulated him for being a great father. He was very relieved to know we answered this question that had troubled him for two years, and the truth gave him peace.

What advice would you give to someone who’s considering working in customer service?

Be patient, be kind, take deep breaths, and put yourself in the customer’s shoes.

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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.