ATSSA Signal Jan/Feb 2019

American Traffic Safety Services Association 8 ATSSA News Getting ATSSA members what they need, when they need it. That’s the purpose of ATSSA’s Customer Success Center, a teamof four that works out of ATSSA headquarters in Freder- icksburg, Virginia. “Our mission is to provide a standard- ized user brand experience. That means every time our members call in to the association, there’s a group of people that answers those calls and provides 100 percent satisfaction to our caller. Originally the team was focused on an- swering calls, but through the years they’ve transformed into a full-service ’one-stop shop’ that provides solutions to ATSSA members and the ATSSA train- ing participants. It’s a part of the team’s ’holistic approach’ to customer service,” said ATSSA Vice President of Member Services Donna Clark. “What separates us from being a call cen- ter versus a customer service team is that we’re not just reacting to calls—we’re proactive,” said ATSSA Customer Success Center Team Lead Willie Williams. The team wants to make it as easy as possible for ATSSA members to get the information and services they need. While they’re always working to cut down on wait times and delays, the team also thinks outside of the box to iden- tify ways they can assist a customer be- fore a problem ever occurs. “Whether it’s orders or certifications or general information, we are the first touch—most of the time—that anymem- ber who calls in will get,” said Williams. Clark said the teamwelcomes feedback and wants to hear from the members about how the Customer Success Cen- ter is performing. “These are hardworking individuals. They come in each morning and their sole purpose is to keep our members happy. And they take it very seriously. They’re professionals who care deeply for our members and providing them with the best customer service experience pos- sible,” said Clark. Clark invites members to contact her directly with any suggestions for im- provement. She can be reached at 540- 376-3868 or donna.clark@atssa.com . Satisfaction  guaranteed Customer Success Center provides assistance, solutions for ATSSA members Willie Williams, Elizabeth Unkle, and Bianca Harris are members of the ATSSA Customer Success Center team. The Team provides high-quality service to members and others that call in to ATSSA headquarters needing assistance. ATSSA’s Vice President of Member Services Donna Clark leads the team, and has worked with the team to bring a holistic approach to customer service.