Raising American Girls » customer service http://raisingamericangirls.com Thoughts, Fun and Ideas for Raising YOUR American Girl Tue, 29 Nov 2011 18:57:23 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 LM Musings – Letting go… http://raisingamericangirls.com/2010/02/lm-musings-letting-go/ http://raisingamericangirls.com/2010/02/lm-musings-letting-go/#comments Mon, 22 Feb 2010 17:26:20 +0000 LisaMarie http://raisingamericangirls.com/?p=834 Hi, my name is Lisa-Marie and I am a control freak.  There I said it.  I’m a control freak.  I have very strong opinions on how things at Emily Rose should be done and how our customers should be served.  But – there comes a time when you have to give a little – and in terms of customer care that time has arrived.  Ever since I took that first customer phone call in late 2006 I have LOVED talking to customers.  It’s my favorite part of my job.  I even love it when customer’s have problems because I know at Emily Rose we fix issues quickly and respectfully and we put our customers first.  I have always made time to answer the customer service line whenever I can.  I drop everything sometimes to chat with customers who feel like friends.  But – over the last Holiday season I came to the painful realization that my time is needed elsewhere.  I want to have time to find and/or develop new products for all of you.  I want to have time to release the next 40 FREE trading cards that I was supposed to have available before the end of 2009.  I want to have time to finalize the doll clothes patterns.  I want to have time to develop more contests, spend more time interacting with all of you in the social networks and in general, time to take care of Emily Rose so that we can continue to provide the product variety, quality and value that you justifiably expect from us.  It’s time for me to stop answering the phone and pass the task on to skilled and caring customer care people who are already part of the Emily Rose family.

From now on when you call our toll-free number the phone will ring in Kentucky at the Emily Rose warehouse.  The lovely and talented Karmell or Debbie (nice Southern American gals – not Brits like me :-) ) will take your call, your order, your questions, your problems.  They are committed to giving you a fabulous customer service experience.  I was in Kentucky all last week putting the final touches on their training and as of this morning – they are on their own.  They are nervous – they want to do a great job for you so please be patient as they get more comfortable with delivering my “control freak” level of service :-)

If you would like to speak with me directly I still am, and always will be available.  Just request a call back and I will phone you as quickly as possible.

I’m letting go of control… but not letting go of service.  You deserve nothing but the best from us – and we are committed to providing it.

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