April 25th is National Telephone Day. Now you may be asking yourself, how does that relate to glasses? Well our customer service center is a big part of how Discount Glasses runs smoothly. Thanks to our call center, our customers can get advice and answers to any questions they have regarding their order or products. We wanted to showcase a few of our amazing customer service representatives and share their stories.
Richard, who is 87 years young, has worked for us for seven and a half years. You can always find him with a smile and in iconic Halloween costumes. Richard once helped a customer get a year's supply of contacts delivered to her daughter at the last minute, right before she left for her study abroad. He also assisted in replacing the glasses of another customer’s daughter a week after her previous pair was run over by the school bus. He loves that he gets to help people every day and make a difference.
Asha has worked for us for two years, and every time she receives positive customer feedback, it makes her day. She recalls one particular experience that stood out to her. It was with a customer’s son who was no older than 10, and he was determined to upload his prescription without his parents’ help. She helped him through the entire process and he was able to get his prescription to her within minutes.
”I was shocked at how young and attentive he was,” Asha said. “I will never forget his voice because he sounded so young; it was adorable!”
Even though Makenzie has only been with us for a little over a year and a half, she has made many positive impacts on our customers’ lives. “It really makes me feel proud being a call center representative,” Makenzie said. “Having a wonderful customer share their experience makes me feel like we are really going above and beyond.”
She recalled a time when a customer was upset about her daughter’s glasses breaking while playing outside. Makenzie was able to replace the glasses for free with our 365-day kid proof warranty, immediately bringing relief to the customer. “We get a lot of questions regarding our return policy, I'd say we have the best return policy that a company could possibly have,” she said.
Orlanda has worked with us for five wonderful years. She believes that as long as she can put a smile on the customer’s face, she is achieving her goals as a customer service representative. She had a customer who had repeated problems with their glasses. Each time they complained, Orlanda made sure they received new glasses with free overnight shipping until they were satisfied. The customer was very pleased with Orlanda after this experience and made sure to tell the leadership team about her fabulous customer service skills.
“I talk to the customers like they are my friends,” Orlanda said. “It brings joy to my heart knowing that a customer's day is filled with sunshine and happiness!”
Crystal has worked for Discount Glasses for six years, and she’s had plenty of positive experiences with customers. One in particular was an older gentleman with no access to the internet. Since he couldn’t see the images of the glasses on our website, Crystal described each pair to him in extreme detail. He loved brilliant colors and enjoyed when she described them as "blue like a happy summer stroll under a late afternoon sky." After that first experience, he ended up calling a couple more times and asking for Crystal to order more glasses.
“I do what I can to make the process as easy and streamlined as possible for every customer whom I make contact with,” Crystal said. “I may have answered the same question many times before for others, but it is often the first time this customer is asking it, so I like to make sure each caller feels heard and is taken care of.”
National Telephone Day may not seem like a big deal, but it’s amazing how much can be accomplished with a simple phone call. Our customer service call center will make sure all of our customers are satisfied, no matter the lengths they may need to go. From describing each of our products to going through the ordering process step by step, they are always happy to help!
A graduate of the E.W. Scripps School of Journalism at Ohio University, Amanda works hard at balancing her passion for writing and marketing. She is a Pittsburgh native that just recently moved to Columbus and enjoys doing just about anything outdoors from going on hikes to taking her dog for walks around the city.