Putting customers first with GNI's Customer Experience Team

October 06, 2023

Meet GNI’s amazing customer experience (CX) team!

When it comes to customer service, Great Northern Insulation has one goal: to ensure working with us is always a positive experience. And while every GNI employee gets customer service training, we have a whole (small but mighty!) team that’s 100% focused on making sure every one of our customers gets what they need.

Meet our CX all-stars

Lindsay is our Customer Experience Team Manager, and Alyssa and Jocelyn round out the awesome crew that works with our customers and employees. They’re in the trenches every day, solving problems, advocating for customers, training sales reps, sharing kudos – and ensuring GNI is providing the level of service we’re committed to.

“A big part of our day is answering calls and talking to customers,” says Lindsay. “They could be requesting quotes, following up on existing requests, looking to schedule work, make payments or talk about issues they're facing. I really love the variety – talking to different people each day, and being there to listen. Because sometimes, people just want to be heard, and I'm glad I can be there to do that.”

Solving problems requires broad knowledge of GNI’s products and services – and of things like home efficiency rebates. So the team is always learning. Whether they’re talking to specialists, researching programs or talking to reps about new products, they’re committed to taking the extra steps needed to make sure customers get the right information.

A real human on the phone, every time

These days, a lot of companies have highly automated phone systems, and you have to press a dozen buttons before being connected to an actual person – or waiting on hold forever. It can be infuriating, especially if you have to leave a message and you don't know who's going to hear it…or if anyone will bother listening to it at all.

But when you call GNI’s 800 number, it's answered by a real-life human: you’ll talk to Lindsay, Alyssa or Jocelyn. They are there to listen to what you have to say and help you get the result you want.

“Being a consumer myself, there's nothing more aggravating than calling a company and not hearing back from anyone,” says Lindsay. “If a customer has a complaint, we immediately create a service call. We take down the details, find a resolution, and follow up after.”

Enabled by the best tech

GNI recently switched to Salesforce, a cutting-edge tool that has streamlined customer relationship management. It’s connected with all of GNI’s systems, from websites to phones, keeping track of existing and potential customers for a consistent experience. So no matter how busy GNI reps get, our technology means customers don’t have to wait for quotes – in many cases, they will get them the same day.

CX training for sales reps

But there’s more to creating a great customer experience than taking calls and resolving issues. The entire team needs to be on the same page: fully-informed and customer-focused. Ensuring that happens is where Lindsay and her crew really shine.

“Working together one-on-one, having that human connection, is a really effective way to train people,” says Lindsay. “We show them how to create a lead, how to build a quote, and make sure they can get it all done quickly and with minimum hassle.”

Recognition matters

One of this busy team’s favourite responsibilities is making sure GNI employees get the credit they deserve for a job well done. After all, engaged employees who feel valued are a lot more likely to do their best for customers.

“When we get great reviews, our team congratulates everyone involved,” says Jocelyn. “There's usually a small reward, like an Everything Card they can use to buy a coffee or a treat. We also pass the reviews on to the leadership team so they can mention them in our quarterly meeting – and share those successes with the entire company.”

Customer service. Employee training. Real recognition. It all adds up to a better experience for both customers and employees. “People appreciate good service and a positive attitude,” says Lindsay, “I recently had a customer tell me they actually chose GNI because the CX team is so knowledgeable and friendly.”

Stay tuned for more profiles of our head office team – a powerhouse group that's making GNI the leader in customer-first service.