How Findaway World specialists lend a helpful ear to customer requests Featured

8:01pm EDT May 31, 2011
Mitch Kroll Mitch Kroll

At Findaway World, customer service starts with the notion that employees aren’t called employees or associates or team members. They are findawayers. Not surprisingly, “Find a way” is one of the seven core values of the company that manufactures and distributes the Playaway, a self-playing prerecorded audiobook.

Findaway’s CEO Mitch Kroll and his team have a multilayer recruiting process to ensure that when they bring in new employees, they fit the company’s DNA. Each new findawayer learns how to prepare the product for customers and is taught the importance of making things as close to perfect as can be obtained. Then, findawayers are given expectations on how the company would like to treat customers both internally and externally.

As a result, every customer is treated in the best way possible. Each is a VIP customer, and there is no difference how a quantity shopper is treated from someone who buys only a few units. Customer experience specialists take the lead on being the friendly voice customers talk to if they ever experience difficulties. Flexible ordering, a simple return policy and billing solutions are offered, as is help on title recommendations from librarians on staff.

Thanks to an emphasis on empowerment and engagement, findawayers are entrusted to make decisions on behalf of the company

While in many companies customer service is a separate department, at Findaway World customer service is an idea and responsibility that permeates every aspect of the company. In each transaction, Findaway’s reputation is at stake and success is based on the ability to sell each customer exactly the product they requested and within the fastest time possible.

Even better things are ahead for this year with the creation of a new quality team and the hiring of the first quality assurance manger to ensure Findaway exceeds customer expectations.

How to reach: Findaway World, (877) 893-0808 or www.playaway.com