Customer Service: Smack Dab in the Middle of Things

According to Accenture’s Global Customer Satisfaction Report from 2008, price is not the main reason for customer churn, but overall poor quality of customer service. Equipped with this information, it is no surprise Franklin Adhesives & Polymers strives to maintain top notch customer service.

The customer service team is composed of four individuals; Lisa Hayes, Missi Van Gundy, Jessie Weiland and Tim Rockefeller. Collectively, they possess over 66 years of experience and genuine dedication for satisfying customers. They specialize in knowing their customers well and going above and beyond for them. The ability to constantly speak with a live representative with a vast base of customer knowledge is just one example of what differentiates Franklin’s customer service team. Personalization is a key tactic for the team, from understanding order patterns of customers to paying attention to finite details to ensure customer satisfaction. “Building relationships and creating lasting partnerships is what we strive for at Franklin,” stated Tim Rockefeller.

The representatives handle different sections of the United States with Tim handling the northeast territory, Missi managing the upper Midwest, and Jessie working with the south and west territories. They also manage the outside distributors’ logistics and orders, as well as manage the bulk tank wagon business. They work as a team to ensure customer orders are entered, verified and confirmed in a timely fashion. In addition, they work closely with logistics from point-of-sale to delivery.

The commitment and enthusiasm the team provides to our clientele is extremely apparent. The customer service team has figured out the secret to success and shows no signs of slowing down. Lisa Hayes, customer service team leader, stated, “My favorite part about my job is being smack dab in the middle of things and going home each day knowing I helped someone.”