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[Interview] A day in the life of… Tania Oliver, Customer Services at Purlfrost

Established in 2003, Purlfrost is a distinguished UK retailer specialising in window films and glass coverings, acclaimed for innovative and quality products alongside stellar customer service…. View Article


[Interview] A day in the life of… Tania Oliver, Customer Services at Purlfrost

Established in 2003, Purlfrost is a distinguished UK retailer specialising in window films and glass coverings, acclaimed for innovative and quality products alongside stellar customer service.

They have garnered a robust reputation, validated by over 10,000 positive reviews on Trustpilot, and cater to a wide array of customers across homes and businesses. Their online platform emphasizes ease of use, security, and continuous innovation, offering an array of designs that appeal to diverse tastes. We sit down with Tania Oliver to find out more about her role.

Can you walk us through a typical day in your role in customer services at Purlfrost?

My day begins early at the office, where I first review our email inbox to identify any urgent customer queries or changes needed in orders. Addressing these promptly allows us to adjust plans before production begins. I then process the sales orders received overnight, ensuring all alterations and specific instructions are noted and communicated to the appropriate teams, whether they’re involved in design printing or cutting materials.

As the day progresses, the wider Purlfrost team joins in, and we focus on inspecting the overnight production outputs. Each piece of printed material is carefully checked, trimmed, and aligned with its corresponding order, ensuring everything is ready for dispatch with any necessary tools included. Our next step involves thorough responses to all customer emails and, when needed, direct phone calls to address any concerns.

The latter part of the day is dedicated to packing and preparing shipments. We adhere to a meticulous verification process for each order, guaranteeing accuracy before it’s packed. Once everything is scheduled for shipping, our attention shifts to processing new orders that have arrived, ready to repeat the cycle and maintain our commitment to excellent service.

Please outline  your key responsibilities and skills, alongside common challenges and how you address them

In customer services, our key tasks revolve around ensuring each customer receives attentive support, whether they’re navigating through their purchase or need assistance post-purchase. An interesting and enjoyable part of our job is encountering the amusing and creative ways customers propose to use our films! These interactions not only add a light-hearted dimension to our work but also showcase the versatility of our products.

A critical aspect of our role involves scrutinizing order details to prevent errors, such as incorrect measurements. When we identify potential mistakes, we proactively reach out to customers for verification, a step they typically appreciate for preventing any issues with their orders.

Communication is paramount in our service, dedicating time to thoroughly address queries and guide customers to additional resources like guides and manuals. Our approachability and readiness to assist underscore the value we place on customer satisfaction, especially given our team’s smaller size, which facilitates more personal and prompt responses.

Facing these challenges head-on, we emphasize accuracy, clear communication, and a helpful attitude, all while maintaining a sense of humour and appreciation for the unique ways customers engage with our products.

What aspects of your job do you find most fulfilling or enjoyable, and could you share a particularly memorable or rewarding experience you’ve had while assisting customers?

One of the most enjoyable aspects of my job is seeing the transformation our films bring to our customers’ spaces. While these films are just beautiful designs or plain frosted pieces in our office, they become integral elements of our customers’ homes, changing the ambiance and aesthetics of their rooms dramatically. The transformation is not just physical but emotional too, as these installations bring joy and satisfaction to their living environments.

The real reward comes when customers share pictures and videos of their installations on social media. Seeing our products in action, contributing to the beauty and functionality of a space, is incredibly gratifying. Additionally, the positive feedback and stories shared through these platforms and on our Trustpilot page truly make all our efforts worthwhile.

A particularly memorable experience was when a customer shared before and after photos of their home renovation using our film. The transformation was astounding, and their gratitude for our product and support was deeply touching. It’s moment like this that underscore the impact of our work and the real difference our films make in people’s lives, reinforcing the joy and pride we take in our roles here at Purlfrost!

How do you unwind after a busy day at work?

We all start our workday quite early, which is a great advantage as it means we can finish up before the standard rush hour. Being in London, this early finish really eases our commute, allowing us to avoid the busiest travel times. I cycle to and from work, which is an excellent way for me to stay fit and unwind after a busy day.

Once I’m home, my time is dedicated to my family. I live with my daughter and granddaughter, and I look forward to spending quality time with them every evening. Whether we’re sharing stories of our day, cooking together, or simply enjoying each other’s company, these moments are precious to me.

What do you see as the future of customer service in the retail industry, and what advice would you offer to someone considering a career in this field?

Within retail, customer service continues to play a critical role in shaping a company’s reputation and customer loyalty. The personal touch in interactions and swift responses to concerns are key differentiators that can set a brand apart.

For anyone thinking about a career in customer services, it’s vital to be patience and maintain a cool head, especially when faced with challenging situations or feedback! Remember, it’s crucial not to take negative comments personally; instead, view them as opportunities for improvement and demonstrating your commitment to customer satisfaction.

My advice would be to focus on developing strong communication skills and empathy, allowing you to connect with customers genuinely and effectively address their needs. As we look ahead, these human-centric qualities will remain invaluable, even as digital advancements transform the landscape. By embodying these principles, you’ll not only contribute to your company’s success but also find personal fulfilment in your role, making a real difference in people’s experiences.

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