Nature or nurture? AZUMA customer service director has his answer
This is the third in a series on how AZUMA Leasing’s team approaches customer service.
Is customer service something you’re born knowing how to do? An innate skill? Not according to Scott Locker, director of AZUMA Leasing’s Customer Service and Corporate departments.
Locker has over 20 years of industry experience, and his answer is confident: “I always tell people that this is not a simple profession, just picking up the phone and taking and making calls. It’s an acquired skill that requires daily personal growth. You have to look for ways to improve your communication skills.”
And how does Locker do that? “I read books every month and watch endless videos on YouTube about customer service, communication, negotiation, dispute resolution tips and training. I’m always looking for ways to improve, and that is something everyone in this industry should do.”
Following in his parents’ footsteps
Still, early experience definitely shaped Scott’s views on good customer service — courtesy of his parents. His mom, who owned a clothing store and later cofounded an executive job placement agency, taught Scott to always work hard and appreciate those who work hard with you. His dad worked for the same refinery in Texas for 45 years. Scott notes that his dad never missed a day due to illness — ”except for the time he crashed his ultralight and broke both legs!
“I have taken that example to heart and have not missed a day of work since 2003 and only been late one time,” he says, and then adds quickly, “But that was due to my timing belt breaking, and I was still only 10 minutes late, so give me some credit.”
(We can let that one time slide, Scott!)
So, what sets AZUMA apart? Like his colleague Maria Telfer, he describes the company’s creativity when it comes to ensuring customer satisfaction. “I can honestly say that we have vastly more flexibility to work with our customers than any company I have ever worked for or dealt with. Yes, we have contracts, policies, and procedures, but we have the ability to make smart judgment calls and work with customers ‘outside the box’ to make sure they are satisfied. Our agents do this daily and I think do a great job of it.”
An industry leader, AZUMA Leasing operates today in over 60 U.S. markets. From its start in appliance leasing over 20 years ago, AZUMA has grown to offer furniture, housewares, appliances, electronics, and maid services — a complete solution for both corporate housing and individuals. One Company. One Call.
