Meet the Appliances Online Customer Experience Team
March 21st, 2013
Pictured: Jay Coleing and Sally Boileau – Customer Experience Consultant and Customer Experience Manager.
The Customer Experience Team at Appliances Online is dedicated to listening and responding to customer feedback. Sally and Jay – who also happen to be aunt and niece, are responsible for fixing up problems for our customers, and making sure everything runs smoothly.
“If an Appliances Online customer ever experiences a problem, my job is to fix it and turn the situation around as fast as possible,” says Jay. “I take the time to listen to what the person has to say, and I try to find solutions so I can turn it into a positive experience.”
“Often it’s the people who have had problems who end up being the biggest supporters of our company, because they’ve been so impressed with how it was resolved,” said Sally.
Sally and Jay also respond to the massive volume of positive customer feedback we receive on a daily basis, including the praise we get for our hardworking delivery drivers. Every month they select a customer testimonial at random and the driver gets a prize – which is a great way to keep the team motivated. This creates a positive feedback loop that is good for both our customers and our staff.
“People always remark on how different Appliances Online is – no other company has an entire team dedicated to the experience of its customers. We also get a lot of ‘thank you’ gifts – just today we received a loaf of banana bread from a happy customer – it was delicious!”
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