Access One Inc. - Lori VanDyke
Company: Access One Inc., Chicago. Il
Company Description: As a technology company specializing in the unique needs of growing businesses, we have the capability to deliver the full range of high-tech solutions you need while still providing the unmatched, personalized care.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Employee of the Year - Business
Nomination Title: Lori VanDyke, Customer Care Manager: I didn’t know you were a magician?
Describe for the judges the activities and accomplishments of the nominated employee since the beginning of July last year (up to 525 words):
When Lori started with Access One we were a customer focused company however, didn’t have the guidance and experience on how to differentiate ourselves from our competition. We are a Competitive local exchange carrier (CLEC) in the telecom industry and in our previous life; we would take the call open a ticket or review a bill and move on. We had didn’t have a positive Net Promotor Score (we were in the negatives) never thinking outside the box in regards to the customer experience. We didn’t look at it as the customer EXPEREINCE but customer service. Now we know what the difference is between Experience vs service.
Lori came in with the philosophy of treat our customers as family and friends and teaching us how to determine the personality of the person calling in by tailoring each phone call to that person. We have learned to relate our customer calls to our specific family or friends. This has helped when it comes to a customer that may not be tech savvy breaking down our explanation in easy to understand language. One of the examples that Lori has used is when you are explaining this would your mom, daughter have understood what you just said? This has put the customer experience in perspective for us as we reflect would we have wanted our Mom, Dad, Son or Daughter to have spoken to us.
In our industry personal touch is far and few between in the thoughts of our competitors. Lori looked at how are we different from our competitors and it was we have the luxury of creating the feeling of small town mom and pop shop but with a product that is state of the art communications. Hand written notes are sent to customers on a weekly basis thanking them for speaking with us and for being our customer. Here is an example of the experience the customer had when receiving a card after a major outage:
I just received the card in the mail, thank you so much for the kind words, I truly appreciate it!!!! No matter what the issue is, you and everyone I have spoken with at Access One has been phenomenal to talk with and helpful in rectifying the issue at hand. Although I know it's better when I don't call in because that means everything is working as it's supposed to, when things do go wrong I feel absolutely no stress making the call because I know it will be handled! Again, thank you for the card, it was a great surprise to get in the mail!!
Since Lori has started we have increased our Net Promoter Score by +34. The leadership style has exceeded our customer’s experience because when they call in they know they will receive honest information and we make sure they feel their issue is at the for front of all other issues. This is done by the follow-up we provide even if we don’t have new information just a quick “ we are still working on the issue.”
The culture for our front line has improved because of the training and coaching.
Provide a brief biography of the nominated employee (up to 125 words):
Lori VanDyke has 12 years in the telecom industry. Lori started in the Quality Department and worked her way up to Management position. Lori has said she was able to fine tune her customer service by all of her years of shopping. Learning what she like and disliked in her everyday interactions. Lori has won the 2008 and 2010 Culture Suvey Award for US Cellular and the 2014 , 2015 Silver Stevie for Front line Customer Service team of the year and the 2016 Gold Stevie for Front line Customer Service Team of the year.