One of our goals is to make our influencers and advertisers feel loved, because they are. We appreciate everyone who uses our systems and want to make their experience as seamless as possible. With any technical services, however, there are bound to be a few hiccups. That’s when our Customer Love team steps up to the plate. They answer your questions and assist with technical issues. Helping solve your problems is Community & Support Associate, Stephanie Quilty.
Stephanie started at IZEA almost two years ago. She began as a part-time employee and moved up into a full-time position. Stephanie is a graduate of the University of Central Florida. She majored in Interpersonal Organizational Communications and minored in Criminal Justice. Stephanie has a soft spot for missing children. And would love to start her own network to help find them.
Before joining us Stephanie worked in the restaurant biz, honing her customer service skills. She also interned as an event planner, where learned the ins and outs of outdoor event preparations in downtown Orlando.
In her role at IZEA, Stephanie wears a number of hats. She handles support issues on the publisher side. And assists with issues pertaining to advertisers and campaigns. Stephanie also verifies new advertisers who enter our systems.
Spreading the Love
Stephanie is the voice of the company to many of our users. She is also the voice of the users to the company. She is often the first to hear about any problems in our system. She has a good feel for customer wants and needs. She sees what is confusing people, what could be improved upon and suggestions that users send in. Stephanie relays this information back to the staff of IZEA and it helps influence our decisions. As we grow and involve, these suggestions are often implemented to improve user experience and satisfaction.
Broken Heart Fixes
There are a lot of issues Stephanie can handle on her own, but occasionally she has to rely on others. When we find a system issue, the Development team has to diagnose it, figure out a fix, implement the fix, test the fix – it’s a bit of a process. For Steph, managing customer annoyance levels is key during this process. She keeps customers in the loop to let them know we are still addressing the problem and working on a solution. This lets the clients know we haven’t forgotten about them but it’s just taking time to fix.
Stephanie’s days are often filled with complaints, problems, and upset customers. But she stays motivated and cheerful. Occasionally she gets some love back from our users when she fixes their issues. That always adds a sparkle to her day.
Customer Love Tips
Respond timely: Always respond to customer service requests quickly. If you don’t know the answer right then, let them know you’re working on it while you research the problem.
Consider their side: You have to put yourself in their shoes. Try to understand how the problem affects them. You can help them more effectively if you can see things through their eyes.
Maintain your composure: Emotions can run high when there is an issue; sometimes the customer is angry and takes out their frustrations on you. Try not to take it too personally. Don’t match their frustration. Be courteous and respectful.