eKourier July 2012

6 Questions... With Amy Roberts - Customer Care Officer THQ

with my work life, study and being a Mum.

we try to visit her as much as we can. My brother lives close by and I love spending time with his family, I also have a niece and three nephews. We have also adopted two chickens from our neighbours garden! What is your role at Kennards? The great thing about the Customer Care Centre (CCC) is the variety in the role, only 25% of calls are storage enquires. We also respond to customer complaints, general merchandise enquires and where possible we take customer payments and talk to delinquents. We do have Live Chat which is a facility for customers to chat with us on line. These customers contact us from across the globe. One of the main requests we get from customers is to be transferred to centres. While we try and be the one point of call for our customers, some just want to talk to the centres. I think this is a credit to the service the centres provide. I’m also the Kennards Librarian. I send out and do my best to collect all borrowed books, which can sometimes be a challenge. It’s great to read some of our new books, and is such a great resource that Kennards provides. What challenges do you face in your role? Like the Team Members in our centres we build rapport with the customers but it’s hard when we don’t get to see the customers storage experience all the way through. In the CCC we face the daily challenge of moving from screen to screen, using StorMan for our Australian and New Zealand centres, and not always having specific knowledge of all the centres. But it is satisfying to see the end result of customers moving in. Feedback is also an important part of what we do, good or bad. A thank you from our centres or customers is always well received.

Customer Feedback “Really easy and a lot simpler than I thought it would be. Alan at Hastings is a very ‘on to it’ guy and we were all signed up and able to use the lockup within 20 minutes.” “Richard at Frederick Street was extremely helpful, very professional and a pleasure to deal with. I would recommend your facility to others as a result of my experience with him. I also met Leanne briefly to view the space and she was very customer service focussed and a credit to your business as well.” “Your staff are very customer focussed and go out of their way to help. I bought some boxes and the lovely guy at Camperdown carried them to my car in the rain. Great service!” “I Initially dealt with Billy at Abbotsford1 who was excellent and very informative. We visited the following Saturday in which we dealt with Narelle. She was also excellent in explaining pricing and showing us various storage rooms. Both Billy and Narelle were great to deal with. We signed up with Narelle who displayed exceptional customer service skills and answered all our questions.” What goals do you have? I have almost finished my Certificate 4 in Frontline Management and have really enjoyed the course. I am then going on to do my Diploma of Business. I am thankful for the opportunities that Kennards provides to complete these courses. I’d love to take my son to Disneyland and go to Alaska and see the Iditarod, Dog Sled Races one day. A more long term goal is buying a home for my son and I.

Tell us about your work history? I have been in my role with Kennards Customer Care for six years now. Prior to this I was the Manager of Bright Eyes Sunglasses at two stores in Carlingford and then Hornsby. Not many people would know I did live in California, USA with my family, where I worked in a Pizza Arcade Restaurant called Chuck E Cheese. Their motto is “where a kid can be a kid”. Spread across the USA , they did kids birthday parties promoted by coupons etc. It was an incredibly busy role including sales, merchandising and the worst part, cleaning the place after it had hundreds of kids run through it. I did love dressing up as Chuck E himself and doing the birthday dance, it was a great chance to learn some important work principles! What are your hobbies and interests? I look for any opportunity to get outdoors. We have set up and are now reaping the benefits of our own veggie patch. I also enjoy watching my son play soccer and swim. When I have the chance we venture out to a Swans game as I love the AFL. Having a young son I am forever getting organised for school activities and social activities. Tell us about your family? I have a sensational seven year old son, always keeps me on my toes. My mum lives up on the Central Coast and

I am trying to find the right balance

Kennards Kourier July 2012

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