Correcting the Disconnect in Your Customer Service

If someone is completing a form, you never want your customer to take any action that they don't know what's next for them. They need to know what's next and how long it will take. This is just one tip from Sonia Portwood and Virginia Robbins from PCBB. Customer service can make or break your business. Look at everything that you do from the point of view of your customers and you can't go wrong.  Virginia reminds us to be brave when a customer leaves. Pick up the phone and ask what happened and how you could improve. It will only make you more successful. We made so many sudden changes last year and now it's time to review, adjust and make sure we are truly listening to our customers and incorporating their problems, hiccups, and complaints to be better at serving them to hopefully avoid repeating the mistakes.

About our guests:

Virginia Robbins, Chief Platform Product Manager | PCBB

Virginia Robbins has more than 40 years of experience in product development, technology, and operational excellence for financial institutions. Virginia is the Chief Platform Product Manager and oversees product development for the advisory solutions division of PCBB.

Sonia Portwood, EVP, Business Development and Strategic Execution | PCBB

Sonia Portwood has over 25 years of sales and marketing experience in banking, finance and capital markets. At PCBB, Ms. Portwood is responsible for all business development and the execution of strategic initiatives. Prior to joining PCBB, Ms. Portwood served as Vice President at Kensington Investment Group where she was involved in sales and served as its lead account manager for national clients. Earlier in her career, Ms. Portwood worked for Financial Oxygen, BISYS Professional Services, SunTrust Securities, Bank of America, and Deposit Guaranty National Bank. Ms. Portwood earned a Bachelor of Science degree in Business Administration from Belhaven University.