Providing excellent customer service is key for us here at ai, so we thought for this months ‘meet the team’ article, we would have a chat with Amy Young, Client Services Manager to find out what’s going on in the wonderful world of customer service.
Hi Amy, in 3 words, describe what you do here at ai?
Support our clients.
How long have you worked here?
I joined ai in March 2016 as the Client Support Team Leader. I moved to the Client Services Manager role in January.
What do you enjoy most about working at ai?
Every day is different. Whether it’s looking at new and emerging fraud trends with our Alert Management Team, or assisting our Support Team with the queries that come through, no day is the same.
What do you love most about what you do?
I’m constantly learning, whether that be about the industry, the company, my team or even myself.
What is the biggest obstacle you face doing what you do?
Sometimes getting people to communicate in the right way can be a challenge. I’m a strong believer that just picking up the phone, or talking to the person in the office, is much quicker and gets a better result than long email chains.
What are you working on at the minute?
My main focus at the moment is working with the Support team to ensure all queries that come in are handled and dealt with as efficiently and effectively as possible. Having recently acquired SmartCentric, I’ll also be ensuring the transition for Support is as seamless as possible.
It was National Customer Service week recently, what did you and your team do to celebrate?
I pulled together some questions based around our Clients to see how much people know about them. People could then pick out a question and see if they could guess the correct answer. It worked really well as it got people talking about our Clients and really understanding them on a different level.
We also came up with some recognition awards to celebrate internally.
Can you give us your ‘top tip’ for providing excellent customer service?
Clear, concise communication.
Where do you look for inspiration in what you do?
Everywhere. I’m always looking at how others deal with situations.
What’s next for you in work?
Recruitment. I don’t expect the team to want to stay in their current roles forever and here at ai we are keen on progressing people wherever we can, so employing new team members allows the current team to explore their interests within the business, this is important for me.
What’s next for you outside of work?
I’m currently planning my honeymoon, although I would also like to get back in to competitive swimming again and aim to compete in a Masters competition.
Man AND machine or Man VS Machine?
Man AND Machine. My team are a great example of how they work better together.
What would people be surprised to know about you?
I was a dancer for 10 years, and took part in the local stage concerts in the town where I grew up.
Last gadget you bought?
My 2nd ever smart phone.
What are you most proud of?
Venturing out of Somerset to join ai, my husband said I would never leave!
3 websites you visit every week?
Thank you Amy – have a wonderful honeymoon!
If you have any questions around customer service here at ai, or if you would like a demo on any of our products, get in touch, we would love to hear from you. You can email firstname.lastname@example.org, call us on 01483 661 240 or visit us on LinkedIn and Twitter.