Celebrating Customer Service Week: October 1–5
Concierge Customer Services Representatives Have the Right Stuff
Monday, September 24, 2012
ASCP Senior Manager of Customer Service Yvette Spriggs, MBA, CCSP, frequently receives calls from ASCP members, praising her staff for their thoughtfulness, patience, and assistance when they have a question or a problem to solve.
Over the course of a year, ASCP’s Customer Service staff members field thousands of inquiries. To date, they have responded to 103,502 calls, live chats, and emails in 2012. The quality of their service is reflected in the response to member satisfaction surveys, which rate them at 8 on a scale of 10.
ASCP is committed to providing excellent concierge customer service. Our staff assists members in many ways, whether it is finding information on our website or applying for the Board of Certification exam.
—ASCP Chief Operating Officer Steven F. Ciaccio, CPA, CAE
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“ASCP is committed to providing excellent concierge customer service,” said ASCP Chief Operating Officer Steven F. Ciaccio, CPA, CAE. “Our staff assists members in many ways, whether it is finding information on our website or applying for the Board of Certification exam. We recently added several new staff members to our Call Center. Over the past year, we have enhanced our website, making navigation simpler for our members. As a result, there has been a growth in members’ online usage and a decrease in the number of inquiries to ASCP’s Call Center.”
Ms. Spriggs is proud of her staff’s commitment to go above and beyond the call of duty when fielding inquiries—whether from members or even staff in other divisions of ASCP.
“We have done a customer satisfaction survey since 2010,” Spriggs said. “If anyone calls, emails, or chats and they are in our database, they receive a satisfaction survey immediately after our response to their questions. That is valuable feedback as we look to continually improve our service.”
At the 2012 ASCP Annual Meeting, Oct. 31–Nov. 3, in Boston, three Concierge Customer Service Representatives will be on site to assist ASCP specific groups of attendees: pathologists and residents; laboratory professionals; and those from international countries. Before the ASCP Annual Meeting, they are also available to answer questions and help attendees. Below are short profiles of the Concierge Customer Service Representatives: Betty Sanders, Jaime Andriopoulos, and Susheela Bhat.
For Previously Attending Pathologists and Residents: Betty Sanders
Betty Sanders, MBA, has a natural affinity for concierge customer service and always makes it a priority to be both approachable and accessible for the pathology residents who belong to ASCP, as well as the residency program directors.
“I have made myself the go-to person for residents and program directors at ASCP,” said Ms. Sanders, ASCP Program Manager, Membership Councils in the Membership Department. “My role is to listen to their concerns and then to be knowledgeable and solve their problems. Through my actions, I show our members that they are my first priority. When an ASCP member contacts me, I drop everything else to respond to them.”
Like all ASCP members, the residents have many other choices of organizations to join. She wants to do her part to be exceedingly helpful, ensuring ASCP stands out from its competitors. They will remember the way they were treated, and the person who was helpful.
For Laboratory Professionals: Jaime Andriopoulos
Jaime Andriopoulos currently works with the ASCP Council of Laboratory Professionals and with the ASCP Fellow Council in the past, so she has an affinity for providing top-notch customer service.
“I look forward to attending the 2012 ASCP Annual Meeting,” she said. “It will be intriguing to discover the members’ perspectives on the Annual Meeting. I will take that input back to enhance the Council’s work when we are discussing future options and programming for the ASCP Annual Meetings of the future.”
Ms. Andriopoulos joined ASCP last year and has previous experience in membership and marketing with healthcare organizations. “It is a pleasure to work with our members and to support the organization in its goals to provide exemplary service for them,” she said.
For International Attendees: Susheela Bhat
A journalist by training, Susheela Bhat enjoys interacting with people and helping to resolve any concerns they may have. At the 2012 ASCP Annual Meeting, she will focus on providing international visitors with the best customer service, so that they can make the most of their experience.
Since joining ASCP in August, Ms. Bhat has been working to further develop the Society’s social media platforms. Attendees will also see her “live tweeting” from the different sessions at the 2012 ASCP Annual Meeting.
She will be attending the keynote sessions and rotating throughout the different educational tracks for pathologists, laboratory professionals, and residents to convey the breadth and scope of the 2012 ASCP Annual Meeting offerings. Ms. Bhat completed her bachelor’s degree at Columbia College, Chicago, and has a background in healthcare journalism.
“My goal at the ASCP Annual Meeting is to be a facilitator, so that our members don’t have to worry about where to find certain sessions,” she said. “That’s my job. All they have to do is delve into the ASCP Annual Meeting and enjoy it.”
*This offer is not valid for National Medical Laboratory Professionals Week, Board of Certification registration or exams, CMP or membership dues.
