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. 

 

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 Supervisor

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

I have been in the customer service field for 17 years and have been with IDENTIGENE for 5 years.

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

I love people. I enjoy solving problems and meeting their needs. I stay motivated by thinking of ways to improve customer interactions. I stay engaged with what is new as far as products go and maintain a positive attitude.

What do you enjoy most about your job?

I enjoy helping customers find a resolution to their paternity questions. I enjoy hearing the reviews from customers that have found so much relief and happy endings from our tests. I like my awesome co-workers and enjoy my flexible schedule.

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

My favorite customer service story has got to be Mrs. Carter’s case. I had the pleasure of going to New York City with Mrs. Carter and her husband to share her story with Dr. Janet Taylor, a prominent TV psychologist. Mrs. Carter had done a DNA test with us to find her grandson’s father. The test confirmed a biological relationship between the possible father and the grandson, and she was overjoyed with the outcome. She was happy to know who her grandson’s father was since she feels the relationship of a father and son is very important. She is an amazing person and remains my friend-we keep in touch often. I enjoy seeing pictures of her and grandson on social media.

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

I would say that they need to always do their best to be positive. They need to be problem-solvers and have a helpful attitude. They need to be willing to put the customer first.

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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.