{"id":1354,"date":"2022-08-08T15:37:00","date_gmt":"2022-08-08T19:37:00","guid":{"rendered":"https:\/\/zayo1.burbledev.com\/?post_type=resources&p=1354"},"modified":"2024-05-09T13:27:53","modified_gmt":"2024-05-09T19:27:53","slug":"customer-success-profile-ashley-demshki","status":"publish","type":"resources","link":"https:\/\/zayoustrans.burbledev.com\/fr\/resources\/customer-success-profile-ashley-demshki\/","title":{"rendered":"Customer Success Profile: Ashley Demshki"},"content":{"rendered":"
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\u201cWhen people call, they want you to listen and to know that you understand their problem,\u201d explains Ashley Demshki, Director of Zayo\u2019s Customer Care Center. Having previously worked as a Customer Care Agent and Manager at Zayo before advancing to Director, she learned that often a personal touch is the most important part of helping someone. \u201cWe\u2019re here for the human connection,\u201d she adds.<\/p>\n\n\n\n

In caring for the volume of customer contacts they encounter, the Care Center maintains standard metrics to ensure they are responding quickly and effectively. Demshki describes their goals: \u201cWe have seven seconds to pick up the phone, seven seconds to respond to the first live chat, and one business day to reply to emails.\u201d And once the customer\u2019s present issue is resolved, Demshki asks agents to take the opportunity to let customers know all the other avenues available to them for gathering information about their services in the future. \u201cWe want to care for our customers in a timely fashion, whether that\u2019s in real-time or through extended support cases,\u201d she says.<\/p>\n\n<\/div><\/div>\n<\/div>\n\n\n

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“We want to care for our customers in a timely fashion, whether that\u2019s in real-time or through extended support cases”<\/p>\n<\/blockquote>\n\n\n\n

But quality service can\u2019t be sacrificed for expedient service. When reviewing more detailed performance metrics for the month, Demshki\u2019s care team also follows up on customer feedback received about closed cases to make sure there are no lingering issues that may have fallen through the cracks. \u201cWhen we close out a case for our Customer Success groups,\u201d she says, \u201cwe get a survey back from customers, and follow up based on the feedback to be sure that customers are fully satisfied.\u201d<\/p>\n\n\n\n

It\u2019s all part of Demshki\u2019s attitude that a Customer Care team should cast a wide net: be accessible to clients in their preferred mode of communication, and be empathetic to whatever issues they are dealing with. \u201cWe try to make communication with our team as organic as possible,\u201d she says.<\/p>\n\n\n\n

One thing Ashley is most proud of is how easy it is to get in touch with someone at Zayo who will point customers in the right direction. As she says, \u201cit is so easy to talk to a human. And that shows customers that we\u2019re on their side; we care about them and we want to solve their issue.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Ashley Demshki, Director of Zayo\u2019s Customer Care Center, talks about how we’re on the customers that we\u2019re on their side and our passion to solve their issues.<\/p>\n","protected":false},"featured_media":1096,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"4018,3959,4015,2814,1671,3926","_relevanssi_noindex_reason":"","resource-post-excerpt":"Ashley Demshki, Director of Zayo\u2019s Customer Care Center, talks about how we're on the customers that we\u2019re on their side and our passion to solve their issues.","footnotes":""},"resource-topics":[],"displayed":[],"resources-categories":[43],"industry":[],"services-amp-solutions":[34],"class_list":["post-1354","resources","type-resources","status-publish","has-post-thumbnail","hentry","resources-categories-case-study","services-amp-solutions-solutions"],"acf":[],"_links":{"self":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/1354","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/types\/resources"}],"version-history":[{"count":0,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/1354\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media\/1096"}],"wp:attachment":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media?parent=1354"}],"wp:term":[{"taxonomy":"resource-topics","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resource-topics?post=1354"},{"taxonomy":"displayed","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/displayed?post=1354"},{"taxonomy":"resources-categories","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources-categories?post=1354"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/industry?post=1354"},{"taxonomy":"services-amp-solutions","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/services-amp-solutions?post=1354"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}