Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center.
At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.
We know that the answer is often somewhere in between, but the fun of this section is that you have to pick just one!
Paper > Plastic
Personalization > Privacy
In-Store Shopping > Online Shopping
Transactional > Relational
Mac < PC
Customer Service > Customer Experience
Captain Kirk < Dr. Spock
Talk < Text
Dog < Cat
Movie Theater < In-Home Rental
What was your first job and what did you learn about customer service in it?
My first job was at the Dairy Dream. I was 16 years old. As a young teenager, I already knew that customer service was important. As a matter of fact, it was something that was very important to my father. In turn, customer service is something that is important to me as well.
My sister and I were having issues getting along. Instead of grounding us, our dad made us do a report on the book “How to Win Friends and Influence People”. I still reference this book to this day. I understood even then, the importance of being friendly to customers.
Tell us how one outside influence impacted your customer service or customer experience thinking. (For ex. book, movie, sporting event, relationship, travel)
My father was a huge influence on why I feel that customer service is so important. He taught me the importance of knowing someone’s name and using it in conversation. He often thought of something unique that would help him remember that person’s name.
In my current job this is so important. The first couple days of school, I spend time getting to know the children’s names and what they enjoy. I also get to know the parents during this time. It is important for me to know all of the families in my care. I want to establish an open door policy so that families can come to me at any time. My dad taught me that I represent the company that I work for by the attitude I give off.
In your own personal experience, has customer service gotten better or worse in the past five years?
I think that customer service has gotten worse. I always make a special note to acknowledge great customer service though. I love when someone goes above and beyond to make me happy or simply put a smile on my face.
> I consider it a bad customer experience when I am placed on hold for more than 3 minutes.
> In five years, the most important social media channel for customer service will be person to person.
> The best book I read in the last twelve months was The Out of Sync Child.
Photo Credit: Renee Cloyd
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.