Five questions for: Sabrina Sellmaier
Sabrina Sellmaier knows that good customer service is more than just a friendly voice on the phone – excellent service is part of our quality promise to our customers. In this interview, she provides a look behind the scenes of After Sales at MESSERSCHMITT Systems, where she handles challenges, complies with customer requests, and learns something new every day.
1. How would you describe your career prior to and since joining MESSERSCHMITT Systems?
“I am a qualified hotel manager and worked in this profession for almost 10 years, including in Munich. After Corona, the structures in my hotel changed to such a degree that I started looking for a new challenge – which I found at MESSERSCHMITT Systems. From November 2021 to July 2022, I worked at reception and took on many different tasks, from daily correspondence with customers to preparing small quotations for sales and providing after-sales support. That is also where I returned to after maternity leave and have been working with Louis Velke in After Sales ever since.”
2. What has been your greatest challenge to date and how did you handle it with your team?
“The greatest challenge for me was and still is to understand and comprehend all the technical connections. I receive wonderful support from the entire sales and project management team, enabling me to continue to expand my expertise.”
3. What is important for good customer service? What advantages does MESSERSCHMITT Systems offer in this area?
“For me, good customer service means being able to put myself in the customers’ shoes and understand exactly what they want. This also includes providing help quickly and unbureaucratically in an emergency and ensuring that the customer goes home at the end of the day satisfied and hopefully happy with our service and our product. Our well-coordinated team here in Schwaig and the good working atmosphere make exactly that possible. Here you simply realize that ‘There is no I in the word TEAM’ as it really is applied in everyday practice.”
4. How has communication with customers changed in recent years and what tools does MESSERSCHMITT Systems use to ensure that customer concerns are dealt with effectively and promptly?
“Communication with the customers has become faster as responses are expected within 24 hours. But that is not only the case at MESSERSCHMITT Systems – I also had the same experience when working at the hotel. We try to process all emails from our customers within maximum 48 hours and find the appropriate solutions as fast as possible. The old-fashioned practice of simply picking up the phone often helps here, too. However, we also offer to contact customers by video call, especially if the issue is easier to show than describe.”
5. What three words would you use to describe your work in After Sales at MESSERSCHMITT?
“Challenging, busy, interesting.”