Almost every busy office has someone at the helm, greeting visitors, managing deliveries, directing interviewees, plus handling employee and customer needs. With her signature warm, polite, and friendly style, Nicole London, Customer Experience Manager/Secretary, is just that person and more for CPS/CYA. Nicole has been with the company for ten years. From her first day when she was given the seat by the front door, she has been what she humbly describes as “the go-to person.” On a daily basis, she manages staff and pleasantly engages with a multitude of clients, reps, and dealers.
Says Asha of the Customer Service Department, “I saw early on how valuable Nicole is to the company when she was out the first week I started. The managers kept repeating, ‘I miss Nicole. I miss Nicole.’ Now, I certainly understand why. She makes everyone feel at ease and is so helpful. Whenever I ask her to help me resolve a customer’s problem, she handles the issue right away and when she can do no more, she directs the issue to the next person who can facilitate the matter as quickly as possible.’”
Eric, the Customer Service Manager at CPS says that in his six years working with Nicole, there has never once been a reasonable customer complaint about her. He adds, “Nicole always follows up on every issue brought to her attention and takes the matter as far as she possibly can. She’s very sweet and makes each person feel understood. Basically, she treats people like people!”
Customer Service representative Nyshifah whole-heartedly agrees saying, “Nicole is consistently genuine, polite, generous and patient with everyone. If there’s a situation with a customer that is escalating, she not only helps, she explains how I can resolve the problem by myself and encourages me by saying, ‘You can do it!’ Another thing I find so soothing about Nicole is her nurturing style with everyone. She often asks if I’m ok and if I need anything.”
Another dedicated customer service rep Laurie says about Nicole, “She is honest, direct, and caring. Nicole treats customers with the utmost respect and cares about resolving their issues as seamlessly as possible. Nicole takes pride in her work and inspires us all.”
A Loving Service Department
Nicole and Julio, the Service Department Manager, have been working closely for seven years. He finds that her professionalism makes the job for each and every employee smoother. He says, “When she is not here, we all feel it. She knows the inside out of everything. Plus, she never says no. Nicole has a list on her desk of all the people she promises to help and always keeps her word. With an even tone and empathetic style, she resolves issues all day long and as soon as possible. It is a pleasure to work with her.”
Recently, a customer told Nicole, “I know you are smiling as you are helping me. I can feel it.”
All in the office can attest that the customer was indeed correct. With upturned lips and a twinkle in her eyes, Nicole’s pleasant demeanor exudes warmth and care to all who speak with her – whether on in person or on the phone.
Nicole Believes in CYA
When asked why CYA is such a terrific warranty service, she says, “I speak to people all day long about their broken appliances. Often they are quite agitated and eager to have their item fixed as soon as possible. The callers are concerned with scheduling and missing time from work. They are also worried they won’t be able to wash their clothing, dishes, or keep their food cold enough. CYA prides itself on being able to help our customers as politely and efficiently as possible. We take the problem from A-Z and try to make each caller not only satisfied but happy as well. I’m proud to work for such a fine company.”
To learn more about why Nicole is such a fan of CYA, click here.
Who We Are
Cover Your Assets (CYA) is a leader and disruptive innovator in the field of service plans. The company offers extended warranty coverage for virtually all types of consumer purchases ranging from high-end consumer electronics to computers, major appliances, power tools, lawn & garden equipment, and much more. All plans are backed by an A.M. Best Rating of “A-” (Excellent) Insurance carrier. Learn more about CYA by visiting www.cya.insure.