Customer Service Success at Kent Pet Group
With over 20 years in the customer service industry, Jennifer Vasquez knows a thing or two about how to keep customers happy.
Having worked in various customer service roles prior to Kent Pet Group, with companies like Northwestern Mutual, Astronomers Without Borders and Wal-Mart, she attributes her long-term success to always prioritizing the cultivation of great customer relationships.
“Without the customer, my job wouldn’t matter, so I want to be the ears and voice to the consumer,” she said. “I feel it’s important that the consumer knows they are using a great product backed by an excellent company, and I will do all I can to address their needs and concerns.”
But Jennifer doesn’t simply just address these concerns. She’s created several processes to ensure Kent Pet Group is always aware of the prevailing consumer sentiments and concerns, including a Monthly Quality Control report. “I have invested time into, both learning how to create the report and how to collate the valuable data we collect to be used to improve our customer experience, “ she said.
When it comes to keeping customers happy and satisfied with the service at Kent Pet Group brand, World’s Best Cat Litter™, Jennifer offers up the following 5 keys to customer service success.
JENNIFER’S 5 KEYS TO CUSTOMER SERVICE SUCCESS
1. Have a live person answer the phones and emails. This allows us to be attentive to customer needs and clearly address what their concerns are.
2. Have excellent product knowledge to help troubleshoot problems customers are experiencing with their litter box in the home.
3. Be able to understand and empathize with their situation.
4. Be able to provide a satisfactory ending to our customers’ needs and concerns.
5. A little handwritten note and a smile in our voice will help to brighten our customer’s day!
LEARN MORE ABOUT JENNIFER VASQUEZ
Hometown? Davenport, Iowa
What do you like to do outside of work? I like camping and vacationing with my family, going to the movies, hiking the nature trails, traveling when I can, sightseeing on my own or with a friend, and playing board games, cards, trivia nights, or Bunco.
Finish this sentence: I’m happiest when… I’m spending time with good friends and family catching up and just relaxing in our downtime.
Do you volunteer outside of work? Tell us what you do? I’m involved in the relay for life team here at Kent, I’m a Youth Leader at my church for the high school group and I’m on the drama team for our VBS week. Twice a year I volunteered at places like Clarissa Cook House doing odd jobs through our Church outreach program, and I’m the treasurer for our community Bunco club.
Do you own a pet? I have a 12-year-old West Highland Terrier whose name is Snowball. I’ve had her since she was 8 weeks old and she is my loyal companion at home now that all but one of my kids has grown up and moved out.
What do you enjoy most about working at Kent Pet Group? Recently, Kent celebrated its 90 year anniversary and that was marked by a campaign that said “reputation matters from quality to innovation to service” I fully believe that as well and try to make sure that every interaction I have with our customers matches this philosophy. I am very excited to work with a company that has longevity with both their customers and their employees. I am proud to be a part of this heritage and look forward to a long future with KPG.