Meet our AWESOME Customer Care & Support Team
At Forever, we pride ourselves on our AWESOME Customer Care team. The Forever Customer Care team not only goes to great lengths to find the right solution to any problem, they travel the extra mile by building meaningful and lasting connections with our customers. We never lose sight of the fact that each of our customers is a person just like us - and, also like us, would probably prefer not to have to call into a customer care team. That is why we prioritize connecting with each customer on a human level. We do more than provide help; we strike up friendly conversations and form relationships.
That's why we thought you’d like to meet one of our AWESOME Customer Care team members. It’s always nice to put a face to a name (or voice...).
Say hello to April Hogue, our Forever Customer Care & Support Associate. April has been with Forever since August 2013 and was one of our first Forever Customer Care & Support members! Over the years, April has had a lot of experience connecting with customers to help collect, curate, and celebrate memories. Here is a little bit of our conversation:
What do you enjoy most about your job?
“Whenever I’m on the phone with a customer, I enjoy turning a difficult situation around. Whenever I have an out-of-sorts customer, I work hard to listen intently. As we work through the problem to find a solution, I try to infuse the conversation with some light-hearted humor to lighten the mood. I always try to have the customer laughing by the end of the phone call.”
What is the most important value of Customer Care that you give your customers?
“The most important value of Customer Care is to listen with understanding and empathy. Whenever a customer calls, I try to block out everything else and focus on what the customer is saying. By listening carefully, I’m able to understand each customer’s unique needs and target a solution to meet those needs.”
What is your most memorable experience as a Customer Care & Support Associate?
“I’ve had one or two phone calls from customers who are concerned because they can’t find their content. They are worried that they lost their special photos and memories on their computer. Through screen sharing, I’m able to locate the photos and content and educate a customer a little bit about the software. It’s so satisfying to make a difference in people’s lives.”
And like we said: we build relationships at Forever. Here's a look at some of the wonderful things our customers have said about April:
“Always excellent! April listened so intently to me going on and on, and she is so patient! Love the Support I always receive at Forever! Thank you!”
“April Hogue was calm, polite and very quickly solved my issue. I was so happy with this quality of care that I then told my husband how grateful I was for your Customer Care representative. Thank you so very much!”
Our Customer Care team is the backbone of the Forever Family. We value each of our customers and strive to serve you in a way that builds meaningful and lasting connections. So, the next time you have a questions or a need, you can call 1-888-Forever - and trust that there's a friendly voice ready to help on the other end.