Veri-Tax is excited to continue with our ‘Delivering Customer Happiness’ Monthly Spotlight featuring our Verification Processor, Patrice Rodriguez!
Please read how Patrice delivers our Customer Happiness Promise below!
Patrice Rodriguez
Verification Processor (Irvine remote)
One of the most recent deliveries of Customer Happiness that comes across my mind is with a client who was very frustrated regarding an order that was put on hold due to the employer’s phone number being “out of service.” I remember going through the notes over and over again and asking myself how I can fix the situation at hand. I went ahead and gave the employer’s phone number another try and was able to get through to them to obtain a secure email address and the employer completed the request the same day. The client was grateful but needed additional information. Because I know we had trouble getting in touch with the employer previously, I went ahead and called the employer myself and obtained the additional information our client was requesting. Within the same few hours, I was able to get in touch with the employer, send the request, and obtain the additional information for the client.
When the client requested I give her a call, I thought I may have done something incorrectly, however, she wanted to thank me for taking care of the order in such a timely manner.
To me, the ‘Customer Happiness Promise’ means that I am putting myself in the client’s shoes, being empathetic when they are upset, and analyzing the situation so I can determine the best way to meet their needs. Of course, within reason.
I truly believe the core value I implement the most is “Over Communication.” Not only with my fellow team members, but with our clients as well. I love building relationships with our clients so they can trust that we are doing what is in our power to get the job done.