${loserAccounts} been merged into ${winnerAccount}.
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Meet Rashonda Harris, Customer Experience Specialist — US Customer Service Team
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“Making someone’s life easier starts with a smile.”
Rashonda Harris doesn’t view her customers as “just another voice on the phone”. She sees each interaction as a chance to connect with her customers, discover their needs, and find the best way to help them — all with a smile. In her opinion, “When you’re the first person a customer speaks to, you’re the ‘face’ of the company and it’s important to make them feel welcome. A smile is contagious; people can’t help but smile back. Even in a remote environment, people can feel a smile... they can hear it in your voice.” Rashonda is the kind of person you want to work with, bringing excellent customer service, tenacity, courtesy, poise, friendliness, and boundless energy to our clients as well as her teammates.
With that being said, she brings more than a smile to her role. Focusing on her customers’ satisfaction brings out the best in Rashonda, highlighting her resourcefulness, humility, and perpetual willingness to listen and research in order to find the best possible solution for each of the customers she interacts with. Rashonda brings out the best in other people as well, and never hesitates to put the customer’s needs and feelings before her own.
Get to know Rashonda
We had a chance to sit down and talk one-on-one with Rashonda and learn more about what “customer experience” means to her and what drives her to excel in her role.
When I was interviewed for this position, there was an emphasis by the leadership on putting the customer experience first. It really resonated with me, and that’s what made me want to join this team. Everyone was passionate about putting the customers’ needs first in every aspect and interaction.
I don’t consider myself a salesperson. I consider myself a problem solver. I listen to my customers in order to understand their challenges and issues, then work toward a solution. It is important that my customers feel valued and heard. My favorite saying is that “People don’t care what you know until they know that you care.” I view sales as a conversation among friends, with the ultimate goal of providing a service and/or product that will meet their needs.
Open communication and follow through. It is essential to communicate clearly with customers and set proper expectations. I pride myself on being a woman of my word therefore, when I tell you I will call you back, I do. I make sure I keep my word and follow up. That alone goes a long way in providing excellent customer experience.
“Customer experience” means creating a positive memory with the customer so that they know their relationship with Pearson is valued and that they can trust us to provide them with best quality of service.
I’m the oldest of 10 kids and I am also a newlywed with five bonus children. Being from a large family, I have a lot of experience being a problem solver and a leader in my family and my community. I apply the same mindset when working with customers. Customers can expect that I will listen to them with empathy and understanding, and my focus is always on them — making sure they are heard and respected. I am a peacemaker and I pride myself on being able to de-escalate intense situations and provide equitable solutions. I include each customer in the process, checking with them along the way to ensure satisfaction and resolution.
“People don’t care what you know until they know that you care. The best way to show you care is to listen.”
What’s been reinforced through our training and this first year with Pearson is the power of teamwork.
When people get together and work toward a singular focus, they’re going to be great. There's nothing they can’t accomplish. It’s been enjoyable to learn about this industry, build relationships with my peers, and serve our customers across various markets — from school districts to healthcare organizations.
My mother is such an inspiration to me. She’s a survivor. She supported me when I was diagnosed with cancer at 15. She encouraged me as I re-learned how to walk three separate times and overcame many health challenges. My grandmother also inspires me to live a healthy lifestyle and to approach life with a positive, learning mindset. At 84 years old she still walks and exercises every day. Their collective support, love, and energy inspires me to be adventurous... to travel and try new things, and to always keep learning.
I have learned so much, so I feel like I have a lot to teach and give back. The most important thing I can do is help build a successful team, and my success will be measured by others around me. I want to do my part in leading our team. My biggest “give back” to this team is to inspire everyone to be passionate and intentional about our roles and the service we provide. I believe that is what will make the biggest difference now and in years to come.
