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: Client Support Manager
How long have you been doing customer service work in general and how long have you been at IDENTIGENE?
I just celebrated my 5-year anniversary with IDENTIGENE and have worked in customer service for over 20 years.
What motivated you to choose working in customer service, and what keeps you motivated now?
I enjoy interacting with people. My first customer service job was working at a burger place. I enjoyed talking to new people all the time and listening to their stories.
What do you enjoy most about your job?
I enjoy working with my employees: helping them achieve their highest potential, mentoring them and helping them build their careers.
What advice would you give to someone who’s considering working in customer service?
Always keep a smile on your face. People do not intend to be short or even unpleasant; sometimes they are just venting the frustrations of their situation on you. Always remember to be respectful and put yourself in your customer’s shoes. Imagine you in the scenario and how you would act, then proceed how you would expect to be treated. It’s an opportunity to make a real difference in someone’s life.
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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