We often get thank you notes from clients when they receive help from customer support. It usually comes when some customer support person delivers service that goes beyond the customer’s expectations. For the customer support representatives, the thank you notes they receive are welcomed validation that they are succeeding in their efforts.

This week one of our new Financial Team Support representatives, Sherri, received her first client thank-you note. What is exceptional about this is that Sherri has only been taking support calls for two weeks. When I congratulated Sherri on the praise she received for this support call, she quickly passed along the credit to Joy (a senior support person) who had helped her with this call.

It can be a daunting task for the new support people to learn the ACS products in six weeks and then start taking phone calls. When they answer a call, they never know what type of question they will be asked. In Sherri's words "If not for my team leads, I would be floundering like a dead fish...". For Sherri's benefit (and yours) we always have senior support representatives available as "team lead" to help with calls.

So if you get a support representative that you can tell is new, be assured that more experienced help is available if needed.