1 – How long have you been employed at Team National? How has your department grown?

I have been working for Team National for 7 years now and I was promoted to Customer Service Manager in 2005. When I first started working here in April of 2002, we had four people (including myself) that did both data entry and customer service. Today Data Processing and Customer Service are two different departments. It’s very exciting to see that much growth in the last 7 years and I am excited to see what another 7 years will bring us. Personnel wise, we’ve always done our best to hire people with a passion to help others and we’ve trained to fill specific functions.

2 – How many calls do you receive on an average day? What are the most common inquiries you receive?

On average we receive about 150 – 200 calls a day. Well, a little bit of everything. We receive calls on everything from point counts, to questions on the product program, to benefit questions, billing questions and commission questions. Customer service acts as the hub of the company so we answer a little bit of everything. What we don’t answer, we can always connect people to the appropriate person they need to speak with or we can point them in the right direction.

3 – How have the John Maxwell trainings enhanced your department?

The John Maxwell trainings have helped us tremendously by giving our department the tools they need to succeed. It’s one thing to train your employees for their specific job functions, but also you have to give them the opportunity for personal growth. When people have the opportunity for personal growth, it gives them a passion and purpose for what they do which will lead to even bigger success shared by all.

4 – Discuss a little about the new Customer Service survey.

The survey is exciting because it will give our field a chance to give us some feedback on how we are doing. With as many changes as we’ve made, helping our customers has always been our focus and this survey will help us to see what areas we need to focus on more. One of the philosophies that we’ve developed is that each call deserves personal attention, and we treat that person as though they are the only customer that we have for the length of the call. If you are taking the time to call, we need to take the time to help you with your questions or issues. This survey will let us know how well we are doing and what we can do to make things better. Please take some time to give us your feedback, some of our best ideas have come from the field and it’s always welcome!

Customer Service Survey click here