American Home Shield 2015 Annual Report Download - page 6

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Being able to earn a customer’s
trust takes a special kind
of employee.
People who don’t know Geri DiMatteo might say she
just takes customer calls. But when you ask DiMatteo, a
lead customer service representative for American Home
Shield (AHS), her customers and co-workers, you’ll hear
a very different story.
DiMatteo was contacted in September 2015 by
a distraught customer who’d been living with a
malfunctioning heating system, a broken washing
machine and a leak that needed repair. But underneath
the frustration was a more personal challenge. The
customer said she was undergoing chemotherapy.
“I empathized with her situation, since I had lost my
mother to cancer and knew the treatments she was
going through,” said DiMatteo. “I listened and made her
comfortable talking to me as if we were friends. I got the
job done in about an hour.”
Being able to earn a customer’s trust, even when the
real problem may have nothing to do with a home
warranty, takes a special kind of employee. DiMatteo
clearly ts the bill.
“Geri pours her heart into her work,” said her supervisor,
Karen Janning. “She does what she says she’s going
to do for the customer. She tells it like it is, instilling trust
with the customer.”
DiMatteo had been working at the Carroll, Iowa,
customer contact center for 13 years before deciding to
relocate to New Jersey to help her ailing mother. Facing
the prospect of losing a valued employee, the business
stepped in and asked her to become a home-based
agent. DiMatteo gladly accepted and appreciates the way
the company not only takes care of its customers but its
employees, too.
Many of her peers look to DiMatteo for inspiration on
working better with customers and improving at their
jobs. “Geri has a special way of satisfying customers,”
said Melody Huffman, customer service representative,
AHS. “Her advice is: to be good with people, you have to
be condent that you’re doing the right thing.”
Geri DiMatteo, lead customer service representative,
American Home Shield
Building Trust One Customer at a Time