How PBD Worldwide ensures that all of its departments serve customers well

Scott Dockter, CEO, PBD Worldwide

PBD Worldwide considers every one of its departments to be primarily in the business of taking care of its customers — not just its customer service department but also accounting services, client relations and distribution. Every associate who works for the Alpharetta-based fulfillment and distribution company attends classes to become “PBD-certified” for their position. And while the certification exams are different for each department, they all contain a common section on customer care and positive phrasing.

Led by CEO Scott Dockter, PBD serves 46 clients, including nonprofits, associations and faith-based organizations. Among the suite of services offers by PBD’s contact center are order processing, handling of Internet downloads, recording of donations, membership processing, conference attendee registration and magazine subscription fulfillment. PBD serves its clients’ customers by phone, email, fax, the Internet, wire transfers and data transfers.

“We appreciate PBD’s pride in promoting honesty and fairness in every aspect of their operation, from the CSR direct contact with our members and the warehouse team that picks, packs and ships our products to the account management team that is in constant communication,” says Jeri Luga, senior manager with the American Hospital Association.

The services PBD offers its clients are customized to each of their needs and the training and monitoring of the company’s customer service representatives is continuous. Every employee begins with a basic three-week class for new hires, which introduces workers to all of the systems they will use in their work. In addition to hands-on system practice, the new-hire training includes a soft-skills module that addresses different customer personality types and provides strategies to deal with them effectively.

PBD uses both formal and nonformal means to recognize employees who demonstrate superior customer service. The company’s customer contact center has a “Star Interaction” whiteboard on which the previous day’s top customer-interaction performers are posted.

How to reach: PBD Worldwide, (770) 442-8633 or