Walsworth Customer Service Representatives key to yearbook customer satisfaction
Written by Sarah Scott
Every day, Walsworth’s customer service representatives (CSRs) field a wide array of questions from yearbook customers.
“Did I submit pages 2 and 3?”
“Can you look at that design and see if you like it? Does it look good?”
“My copy count doesn’t look like it reflects the amount of books that we need.”
“I’m going to miss my deadline this week. What will happen?”
The support CSRs provide to yearbook customers is bountiful and Walsworth’s Customer Service Supervisor Shelley Dorrell says the abundant aid they provide plays an important role in helping Walsworth customers.
“We are here to help before, during and after they have submitted their yearbook pages,” Dorrell said. “We make sure their information is correct, we can notify them about their deadlines, we can help them with their page submissions.”
Dorrell thinks of their role as a partnership with the Walsworth Yearbooks sales representatives. The CSRs are there to make the job of the sales reps easier, freeing up their time to sell and teach customers the large tasks. For the questions that can be answered over the phone, the CSRs are easy to reach.
Many of the relationships between customers and their CSRs go back years. Dorrell estimates that her “newest” employee has been with the company for 10 years.
The longevity has allowed the CSRs to build personal relationships with customers.
“We are very aware, even of our advisers’ moods,” Dorrell said. “If we sense a little hesitation, we’re triggered to wonder if something’s wrong and check in with the rep. We have a really solid relationship. We’re very beneficial.”
The CSRs keep their skills current with training throughout the year. If changes occur to frequently used programs such as Online Design or InDesign, they’ll learn the ins and outs of the updates. Even if there are no significant changes that year, Dorrell said they typically have refresher courses to keep them at the top of their game.
“There are times when we do Excel training to help us better submit reports. We’ve even done grammar and writing training.”
If Walsworth didn’t have its CSRs, Dorrell believes the company would be very different.
“I feel that the CSR’s long-term relationship with our advisers has helped build Walsworth to what it is now.”