LCC Behind the Scenes: Customer Service

Customer Service Representative Megan S.

Soon, Littleton Coin Company will celebrate its 70th year in business. And there’s no one who deserves thanks for that more than our loyal customers! That’s why we value our customers’ happiness so much… and why we’re constantly focusing our efforts on keeping them happy!

One of the first jobs I held here at Littleton was in the Customer Service department. What an incredible group to work with! And since they’re essentially the “faces of LCC,” I wanted to give you an insider’s look at what it takes to be a Littleton Customer Service representative. But first, the facts – as I write this, we have 51 fully-trained representatives who have a combined 282 years of service with the company… wow!

I was lucky enough to sit down with two of our long-time Customer Service reps. Joanne S. and Abby W. graciously took time out of their busy work days to talk with me about what they do, and why they think our Customer Service staff is such a happy group.

Joanne is your classic “people person” – someone who absolutely loves talking to and interacting with our customers. She loves how our CS and Coin Buying teams work hand-in-hand to make sure that any customer’s specific requests are met. This comes into play with one of the biggest on-the-job challenges she sees – having difficulty locating certain harder-to-find coins people want for their collections. Thankfully, our expert buyers (who have over 100 years combined experience as well as an extensive network of industry contacts), are there to help our Customer Service team find what they need. So even though it can be challenging from time to time to locate certain issues, Joanne says she finds it so rewarding when she finally does find an item, and makes her customer’s day.

An employee of LCC for many years, Joanne says that she’ll never forget our 50th anniversary celebration at the Mount Washington Hotel in 1995. As she put it: “It was incredible! Some of our customers were there – it was so nice to meet them, and the entire event was just a really great time!”

My chat with Abby was so happy and upbeat! She said that while answering the phones is job #1, every once in a while there can be a bit of lag time in between calls. In the rare instances when that does happen, the work never stops! Everyone in the department has a “niche” – little tasks they complete during downtime to help improve our customers’ experience. When asked about why she feels our Customer Service team is such a great group to work with, Abby said that it’s this overwhelming feeling that everyone – coworkers and managers alike – just wants you to succeed. Each and every member of the team is there for the others with support and encouragement.

For me, it’s been about 10 years since I last worked in Customer Service. While some faces are new and the technology is more up to date, some things won’t ever change. Each person knows that every day, they have the chance to help someone meet a goal in their collecting journey. And it’s easy to see that this is the message in the forefront of everyone’s mind… because everyone on the team is ready with a smile that’s full of hope and potential.