A Day in the Life of … Megan Carbary

Megan started with the Charmer Sunbelt Group as our receptionist on November 17, 2008. In March 2010, Megan joined the Customer Care department as a Full Time "Customer Care Specialist" and continues to hold this title today. *Read more 'A day in the life... ' articles "Every morning, at 6:30, I am greeted by the loud beep of my alarm clock screaming at me to wake up. Before I know it, it’s already 7:30 and time for me to make that short, 15-minute commute to work. My shift begins at 8:00am, but I arrive at 7:45 so that I have time to load my computer, and most importantly, prepare that glorious cup of hazelnut coffee, without which I would be lost. I’m part of Charmer Sunbelt Customer Care group, and offer telephone support. Every call begins the same way: "Thank you for calling. This is Megan, may I please have your customer number?" This phrase has been ingrained in my mind since I began working in Customer Service one year ago. But don’t be fooled by the simplicity of this greeting! There is nothing simplistic about working in Customer Care. On a day-to-day basis, I take an average of 80-100 calls from customers who generally call in to place orders; however no call is ever the same. Since my primary focus throughout the day is to serve our customers, it is important to take note of the three kinds of customers that I have come to know so well. First, there are those who are playful and pleasant and can’t help but make me smile. Then there are the ones who are all business – they want to get their order in quickly and get off the phone just as fast; and they are certainly not receptive to any comic relief you try to provide during the course of the short conversation. And finally, there are those who teach us the true meaning of patience and fortitude. I can recall one phone call where a customer not only insisted I was never going to get married because I talk too fast (!), and he was quite adamant that the man should always have the last word. I think my tongue still has the scar from where I bit down on it for the duration of that call! Throughout the day I attempt to obtain as many compliments as I can from customers, acquire the highest number of calls – as well as orders – and keep my number of breaks to a minimum. I do this not only to show my dedication to our customers, but also so that I can win one of the many contests we hold throughout the month. The contests are used to boost morale, and to incentivize us to work more effectively to provide the best customer service! I find myself working harder and harder each day, as my competitive side takes over and I strive to win each contest. I am proud to say that last month I did obtain the highest number of compliments, and as a reward, I received an extra day off! As 4:30 approaches, and my shift is almost over, I pay close attention to the number of calls coming in. Should there be a high number of calls on hold, I volunteer to stay late. I enjoy helping out the team, and if my staying on an extra half hour makes the job easier on everyone else, I am happy to do so. I must admit though, when it’s time to make my way to my car, to head out for the day, I do so with a certain sense of relief." Editor’s Note: Charmer Sunbelt’s SSO won the SSON’s Excellence Award for Customer Service 2011. Click here to read how. More articles from Charmer Sunbelt’s shared services group.

A Day in the Life of … Megan Carbary

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