Using inside knowledge to find the best solutions
Thursday, 18 May, 2023
Vicki Spooner literally knows Gallagher’s products inside out! Before her role as Customer Service Team Leader, Vicki helped assemble technology she now helps farmers get the most out of.
Vicki spent her first nine years with Gallagher in the company’s electronics assembly division, putting together security products and training a team of people to do the same. She then moved over to the company’s animal management division where she assembled energizers and weighing products. To say that Vicki has hands on experience with Gallagher products would be an understatement.
Now, she is putting all that knowledge and expertise to good use helping farmers troubleshoot issues and taking a leading role in determining the best solutions.
“I have six on my team and we act like a bit of a triage centre when farmers get in contact. We ask them a few questions to make sure we understand the issue properly. Then we either help them on the spot or put them onto one of our technical support people if needed,” she says.
There’s no doubt Vicki’s hands-on experience has enabled her to lend a sympathetic and knowledgeable ear when farmers call with a problem.
“I can usually visualise what it is they might be having trouble with. Sometimes an element of mindreading is required!” she says. “They might need some help downloading stock data from their EID wand to their PC or optimising the performance of their energiser. Having had that hands on experience putting our products together is incredibly valuable.”
Vicki reckons the key to being a great customer service representative is to have an in-depth knowledge of the products you are providing advice about. While not everyone in her team has worked in Gallagher’s assembly division, Vicki says there are plenty of other ways to get to know Gallagher’s products.
“I have always found that if you can see the product working, even if it’s by video, it makes a huge difference when you’re helping a farmer on the phone. I always encourage my team to keep learning about our products and to stay on top of developments. It makes it that much easier find a solution for our farmer customers.”
Vicki believes Gallagher’s reputation for outstanding customer service comes from having a great team culture, communication between different teams and a general willingness from everyone to go above and beyond.
“I’m a big believer that if you say you’re going to do something, you do it. It’s about being respectful and maintaining your own integrity. And if you don’t know the answer, you find out and get back to your customer as soon as you can. It’s lovely knowing that the rest of the team has those same values.”
Don't hesitate to reach out to Vicki and her Customer Service Team if you have questions about Gallagher product, call 0800 731 500 or email cs@am.gallagher.com.
Vicki spent her first nine years with Gallagher in the company’s electronics assembly division, putting together security products and training a team of people to do the same. She then moved over to the company’s animal management division where she assembled energizers and weighing products. To say that Vicki has hands on experience with Gallagher products would be an understatement.
Now, she is putting all that knowledge and expertise to good use helping farmers troubleshoot issues and taking a leading role in determining the best solutions.
“I have six on my team and we act like a bit of a triage centre when farmers get in contact. We ask them a few questions to make sure we understand the issue properly. Then we either help them on the spot or put them onto one of our technical support people if needed,” she says.
There’s no doubt Vicki’s hands-on experience has enabled her to lend a sympathetic and knowledgeable ear when farmers call with a problem.
“I can usually visualise what it is they might be having trouble with. Sometimes an element of mindreading is required!” she says. “They might need some help downloading stock data from their EID wand to their PC or optimising the performance of their energiser. Having had that hands on experience putting our products together is incredibly valuable.”
Vicki reckons the key to being a great customer service representative is to have an in-depth knowledge of the products you are providing advice about. While not everyone in her team has worked in Gallagher’s assembly division, Vicki says there are plenty of other ways to get to know Gallagher’s products.
“I have always found that if you can see the product working, even if it’s by video, it makes a huge difference when you’re helping a farmer on the phone. I always encourage my team to keep learning about our products and to stay on top of developments. It makes it that much easier find a solution for our farmer customers.”
Vicki believes Gallagher’s reputation for outstanding customer service comes from having a great team culture, communication between different teams and a general willingness from everyone to go above and beyond.
“I’m a big believer that if you say you’re going to do something, you do it. It’s about being respectful and maintaining your own integrity. And if you don’t know the answer, you find out and get back to your customer as soon as you can. It’s lovely knowing that the rest of the team has those same values.”
Don't hesitate to reach out to Vicki and her Customer Service Team if you have questions about Gallagher product, call 0800 731 500 or email cs@am.gallagher.com.