In 2019, as we celebrate our 30th year, we honor the long-standing Secondwind employees who have made that possible. In this month of gratitude, we’re giving thanks for our very own Customer Support Specialist, Laura Hassum.
Customer Support Experience
In the decade that Laura has been with Secondwind, she helped transform our
customer service department into a professional level service corps. When Laura joined us, she brought with her strong experience in this area, which she integrated into all our processes. Certified Water Specialist Peggy Stokes comments, “It’s important to acknowledge that Laura started the outbound calling program. This helps Secondwind customers keep track of recommended maintenance and service. It made a huge difference in helping customers keep their equipment in tip-top shape and avoid emergencies.”
We often hear from customers about how Laura is a point of real consistency and constancy for them at Secondwind. “Laura always remembers our customers, cares about how they are doing and expresses compassion,” comments Secondwind President Christine Fletcher. “About a year or so ago there was a site where we were having some repeat problems. Laura went out with Quality Assurance Manager, Vicki Coltey, to trouble shoot. She and the customer really bonded face to face, and Laura got to help in the process of getting to the root of the problem,” continues Fletcher. “A real connection grew between Laura and the customer. Laura said that the experience made her even better at seeing things from the customer’s perspective.”
Supporting the Customer Support Specialists
In addition to Laura’s ability to work well with customers, she strongly supports our Customer Service Representatives. Chris Borruso, one of our Customer Service Representatives reflects on Laura’s years of experience and how that supports the team, “I personally feel that her knowledge of water treatment makes a large impact in people being able to go to her with questions. She either has the answer, gets the answer, or tells you where to get the answer.” She’s known for being a master of the schedule, possessing a strong ability to make sure people get the schedule date for installation or service that works for them.
Service With A Smile
In any business, and especially in the service business, emergencies and tense times come up. In customer service it’s important that our customers not feel this. Laura is known to be able to keep a firm handle on things in those inevitable moments of chaos and does so with a smile. “She is always energetic and helpful,” comments Customer Service Representative Matt Oliver. “Working with Laura is fun. We always find something to laugh about.” Laura is known for her infectious laugh, which is more of a giggle, that literally everyone in the office loves.
It’s true when people say that you can hear a smile on the other end of the phone. Laura’s good humor supports our customers and our employees every day. Moving forward, not only our residential customers will benefit from Laura’s expertise and cheer as she begins to assist in the support of some of our Commercial Customers.
Service with a smile is an old adage in business. Laura embodies and lives these words, which brightens all of our days.