For this Behind the Scenes blog, we’ve been busy catching up with Chloe, our Customer Service Manager. Known as the driving force behind our 5-star team she knows exactly what our customers need for a seamless journey. Take a look at what Chloe and her team get up to below and discover more about what good customer service means to them!

1)    Can you please tell us what your name is, what your job title is and how long you’ve worked at Route 1 Print?

My name is Chloe and I’m the Customer Service Manager, and I’ve worked for Route 1 Print for just over 3 and a half years!

2)    Can you tell us a little bit about what you do?

On a daily basis, I’m usually supporting and managing the Team Leaders as well as offering support to the wider team of Customer Executives. It’s also my role to look for new ways to improve our customer service for our clients.

3)    What does a typical day look like for you?

Each day can differ, it can certainly consist of a lot of meetings! Some weeks also include 1-2-1’s and coaching with my team.  I then have typical admin tasks to complete as well as offering a lot of support to the Team Leaders and the Customer Executives.

4)    Can you tell us about your team?

In total there are currently 16 team members which consist of 3 Team Leaders, 2 of which are Team Leaders in Customer Service and 1 Team Leader for our technical team. We currently have 11 Customer Service Executives and 2 Technical Team Executives as well.

5)    What kind of queries do you deal with?

It ranges really!  A lot of the time it can be customers ringing up to chase an update on an order, or maybe looking for a bespoke quote. We also get a lot of queries from customers looking for advice on different products. Sometimes we are contacted by new customers that are interested in buying from us and are looking for a bit of advice and support about what we can offer.

6)    How can customers contact us?

The 3 main channels for customers to get in touch with us are phone, email, and live chat. These channels are always active from Monday to Friday between 9am and 5:30pm.

7)    What does good customer service mean to you?

To me, good customer service is making sure every customer leaves an interaction happy. It’s important that their query or issue is satisfied fully as well as being right the first time, so they don’t have to come back to us again. Good customer service is knowing that we’ve solved their issue for them then and there. This helps to build trust with clients to keep them coming back to us. We want customers to know that no matter what, we’re always in a position where we can help them.

8)    What do you think makes Route 1 Print Client Services stand out from its competitors?

We offer quite a personal service; we have the Account Managers that are always dedicated to keeping in contact with clients to build and maintain relationships. And then we have a full Customer Service Team on hand that are there to help with any queries. 

Because we’re quite a small team, I think it helps to build those relationships because a lot of the time customers are going to ring up and speak to the same people, so it opens up the opportunity to build trust and relationships between customers and Executives.

9)    What do customers tell you they like most about working with Route 1 Print?

I would say it definitely is the service. I think that’s really apparent from the regular 5-star reviews that we get. They often mention individuals by name as well as the whole team for the service and the support that they provide. This 5-star service that our teams provide certainly ensures that customers keep wanting to use Route 1 Print. 

10)    Based on your experience, what advice would you give to a trade print customer?

I think that communication is important. Anything that we can support clients with, we recommend they get in touch with us and let us know. That’s what the team is here for, we want to help clients and offer support. If there is anything that we can do to help, just contact us through one of our channels!

If there is anything we don’t know about or can’t support you, tell us! We can never improve on that either if customers don’t reach out.

11)    Lastly, what do you like most about working for Route 1 Print?

Definitely the team and everyone who works at Route 1 Print! Everyone works really hard, week in, week out. It’s a team I’m very proud to be a part of and it’s just such a nice environment to be in.

Everyone really likes their job and it’s a fun, nice atmosphere to be a part of. Definitely the team and everyone who works at Route 1 Print.

If you hadn’t guessed by now, at Route 1 Print we’re big on providing a positive customer experience. If you’re looking for more insight into how we operate, why not have a read of Behind the Scenes with James Hayes, our Head of Customer Experience? Get to know even more about how we carve the perfect journey for our customers in his blog!