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Aug 1 2012

Meet Stephanie – Our Crucial Customer Service Manager

Since our inception at Crucial Vacuum in 2009, we’ve went from 1 employee to just passing the double-digits two weeks ago. The number one source of our growth here has been our repeat customers along with word of mouth referrals. We established our philosophy from day one -  we would spend our time and focus our attention on our customer service and the overall customer experience instead of spending time targeting what our competition is doing.

So, it’s time to meet Stephanie. She is the woman behind our rave reviews, our outstanding customer experience and has been an asset to our customers and our company.

Many E-commerce stores and a lot of our competition do not have a phone number to call when there is an issue or challenge. If they do have a phone number and answer it when it rings (sometimes not even in the USA), they focus on the quantity of calls they can get through rather than the quality of the call.

At Crucial Vacuum, we don’t rate our employee’s performance on average handling time,  which is the quantity of calls the customer support center can get through. We also don’t measure call times (Stephanie’s longest phone call was 1 1/2 hours long). Stephanie is our customer advocate. She is unscripted and in one conversation with her, we know you will know her and develop a strong personal connection with her.  She excels in this position because she is allowed to let her amazing personality shine, without worry of holding back.  Stephanie deeply understands the importance of keeping our customers satisfied and always finds a solution to any obstacle that we come across.  Great Job Steph!

With that said, we have a wall of success in the office. This is where all the letters Stephanie receives are placed. Below are just a few real customer feedback letters from our customers expressing the experience with Stephanie and Crucial Vacuum.

“Muchas gracias! Todo copasetic. I ordered on Saturday and received my bags on Friday. You have good prices and your offer of free shipping led me to choose your company. Now that I received my order, I will add that you have great service and a wonderful attitude. “You” sound young (phrases like “YAY!”, “most awesome experience”, “with love”), and idealistic (planting a tree for every 1,000 filters purchased). Young also in the sense of not being jaded and taking things for granted. That you are sincere in wanting to give excellent service (because all companies SAY that, but we all know that “talk is cheap”). But in your case, you backed up your talk and I respect and appreciate your intention and your actions.” Thank you and I wish your company lots of success. By the way, I send hugs also. ~Alexis

“I received the replacement filter set. Thank you for taking care of this. Your attention to my problem has greatly improved my concerns about your products and service and I intend to leave good feedback with Amazon.” Thank you again for your help. ~Don

We value your feedback. Each of our customers are extremely important to us. Customers are the heart of our business.  Our goal is to have every customer feel like Alexis and Don with their shopping experience on Crucial Vacuum.

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