Angela Blevins, Vice President of Customer Care for Bluegreen Corporation in Indianapolis, Indiana, USA and Boca Raton, Florida, USA, will Chair the final judging committee for the customer service awards and contact center awards for individuals for the 2013 Stevie® Awards for Sales & Customer Service. (Entries for the 2013 Stevie Awards for Sales & Customer Service, the world's top business awards for contact center, customer service, business development, and sales professionals, are still being accepted through January 15; request your entry kit today.) Here we caught up with Angela and asked her about customer service excellence.
What are your top three tips for being a successful customer service or contact center representative?
- Treat customers the way you would expect to be treated yourself!
Have the applied practice and ability to listen carefully to a customer, and to approach an enquiry with the attitude: “I am here to help you, and we will work together on determining a solution.”
- Think outside the box!
Have the applied practice and ability to come up with creative ideas or solutions on business improvements, increased customer satisfaction, and even employee satisfaction.
- Be willing to embrace change.
The business environment is constantly changing in order to keep up with technology, to obtain and retain new customers, and to develop employee satisfaction and engagement strategies. Customer service operatives have to be flexible in order to keep up with these changes.
What item of news recently caught your eye and why?
I am fascinated with how the term “gamification” can now be applied to the business world. I am learning how to apply gamification strategies to Bluegreen’s daily business life, such as by creating competitive digital dashboards similar to those you see on video games. I am also developing training materials that assimilate a specific event and trigger results based on decisions made throughout the learning event.
Do you have a favorite app that you use for business purposes?
LinkedIn! I love to stay connected with past associates, mentors, and new business acquaintances that I have met through networking. LinkedIn is a great resource for several reasons, including recruitment, business updates, and services that could benefit your line of business.
If you could choose another profession, what would it be?
If I had to choose another business profession, I would still choose the position and industry that I work within today: vacation ownership. I absolutely love the people I work with and what we do every day. If I were to step outside the business sector, however, I would love to be a professional racecar driver, with Christine Aguilera as my sponsor!
As someone at the top of your profession, what keeps you inspired or makes you hit the ground running in the morning?
First, I believe that you have to inspire yourself and hold yourself accountable for your behavior and attitude every day. Make each day a better day than the one before.
Second, I believe you have to give your best effort every day so that the team you work with will be inspired. It is the team that drives business success and creates the happiness we feel when working.
About Angela Blevins:
Angela Blevins is Vice President of Customer Care for Bluegreen Corporation in their Indianapolis, Indiana, USA and Boca Raton, Florida, USA offices. Angela’s career with Bluegreen Corporation began in 2003 with sole emphasis on leading the transition and migration of the reservation center from an outsourcer to internal operations. In 2005, Angela’s role was expanded to her current position as Vice President of Customer Care. In February 2012, Angela was the winner of the Gold Stevie Award for Customer Service Leader of the Year in the Stevie Awards for Sales & Customer Service and in October 2012, the Bluegreen Club Services Team won the Gold Stevie Award for Customer Service Team of the Year in The International Business Awards, the world's premier business awards program.
About Bluegreen Corporation:
Founded in 1966 and headquartered in Boca Raton, Florida, Bluegreen Corporation (NYSE:BXG) is a leading timeshare sales, marketing, and resort management company. Bluegreen manages, markets, and sells the Bluegreen Vacation Club, a flexible, points-based, deeded vacation ownership plan with more than 160,000 owners, over 59 owned or managed resorts, and access to more than 4,000 resorts worldwide. Bluegreen also offers a portfolio of comprehensive, turnkey, fee-based service resort management, financial services, and sales and marketing on behalf of third parties. For more information, visit www.bluegreencorp.com.