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PAR prides ourselves on providing the very best Customer service in the test publishing industry. Here’s a peek into how our Customer Support team has adjusted our services in light of the COVID-19 pandemic.

Lauren Williams, Customer Support Specialist II: Customer Support has made some really great efforts in alleviating stress from our Customers in any way that we can. Aside from continuing regular services, we’ve also started to offer digital manuals for every printed manual purchased in the past. It’s also been really great having the opportunity to assist Customers with remote testing and teaching them about all the great aspects of PARiConnect.

Julia Klein, Customer Support Specialist II: I think most of us have become more in tune with our Customers, understanding their tone of voice, recognizing the stress or anxiety they may feel and altering how we speak or how fast we talk though something. Matching pace has probably been the most beneficial during the current climate to working with our Customers.

Kim Doscher, Customer Support Specialist: The current situation has created an immediate switch to telehealth that has brought along a whole new technological world for many of our Customers. These are unprecedented times that generate many questions and concerns. Our focus is on talking to our Customers and listening to their needs so that they can continue serving their clients. Whether it be learning how to use our online platform PARiConnect, navigating remote administration, or figuring out how to access our materials digitally, we are here to help!

Tamara Dwoskin, Customer Relationship Manager: Our Customer Support department has really adapted to what’s going on, staying on the pulse of what our Customers are asking for. We’re intent on developing creative solutions for what they need. A lot of folks were caught very unexpectedly with this pandemic, like we all were, and they are in pickles with what they are trying to accomplish, whether it’s training students as part of a university class, or maybe they had assessments scheduled and now they have to switch to teletherapy to get those things done. It’s on us to talk them through it. We want to be with them every step of the way if we can and develop those creative solutions that will really carry them through and help them accomplish their goals. We are up for that challenge. We already had the infrastructure to offer the support that’s needed during this time frame and we’re adding more as time goes on. We are constantly looking to how we can evolve to better meet the needs of our Customers. We’re here. We’re here for you. We’re here to listen. So call us and give us a chance to assist you at some point!

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PAR understands that our Customers are the reason for our success. Your support and business keep PAR going. That's why we’ve never lost sight of how important it is to provide you with the outstanding Customer Support you deserve.

How do we do that? Our phones are answered live by our own Customer Support team located in our Florida headquarters.  When you call PAR you will never hear a recorded menu. Averaging 12 years of experience at PAR, our reps are knowledgeable, friendly, intelligent people who know our products well and are committed to meeting your needs every time you call.

We strive to ensure you get the best of both worlds. Give us a call at 1.800.331.8378 and see for yourself.

You may know that PAR prides itself on providing the best Customer Service in the industry, but you may not know that this goes far beyond simply providing support when ordering! PAR’s Customer Support team prides themselves on going above and beyond. Every now and then, however, they truly outdo themselves. Here are a few examples of just how incredible our Customer Support team can be—and how seriously they take Customer satisfaction! Here are two recent stories from our Customer Support team.

Baby on board

Earlier this fall, a Customer called in with a question. During the conversation, she mentioned she was extremely pregnant. The Customer Support Specialist who took the call included a PAR bodysuit for the baby in the Customer’s package!

Brazil and beyond

At a recent convention, a Customer from Brazil came to the booth, hoping to take a copy of the Trauma Symptom Checklist for Children kit home with him. Because the Customer was concerned with the customs process and the cost of shipping to Brazil, the PAR representative was able to call the order in to our office and have the kit sent overnight to the hotel where the conference was being held. The Customer was able to pick up the kit and take it home with him to Brazil!

Have you experienced our top-notch Customer Service yourself? Share your story with us in the comments.
This interview is a part of an ongoing feature on the PAR blog to better acquaint Customers with PAR staff. We hope you enjoy this inside look into what goes on behind the scenes to develop, create, and deliver your most trusted assessments.

Danielle Greer, Customer Support Specialist

How many years have you worked at PAR? 1 year

What does an average day at PAR look like to you? An average day in Customer Support consists of processing orders, providing support, answering questions, and resolving issues, just to name a few. It is difficult to cover the range of duties we perform. The goal at PAR every day however is to provide unparalleled service and delight our customers!

What is the best part of your job? The variety of professionals I get to talk to on a daily basis. I get the opportunity to speak with professionals that have been in their field for decades as well as those that are just starting out. I also never know what state, country, or continent I am going to take a call from!

What have you learned by working at PAR? I have learned that it is entirely possible for a company to foster a family-like culture that inspires its employees to not only take pride in their work, but also in their position to give back to the community. PAR provides many opportunities to help those in need, and I believe other companies can learn a lot by the example that PAR sets.

When you aren’t at work, where can you be found? Cycling for miles on the Suncoast Bike Trail!

If I could switch jobs with anyone in the company for a day… I would switch with a Distribution Specialist. In Customer Support, we process a lot of orders for shipment, and sometimes have special requests for our customers that the DC helps with. I believe I could learn a lot from our neighbor department that so quickly and accurately puts together our customers’ orders and is so willing to team up with CS to tackle assignments.

What product or project have you learned the most from? Our department’s “Secret Service” committee. We are always striving to delight our customers in new and creative ways, and we inspire one another by sharing stories weekly about how we went the extra mile for a customer. These are perfect opportunities for the department to learn different ways to make our customers’ day or take a unique approach to resolving an issue.
You may not know Cynthia Lumpee by name, but if you have ever ordered from PAR, you have felt her influence. Cynthia is PAR’s Vice President of Customer Service, and she has shaped the entire Customer experience with her focus on providing the very best service in the test publishing industry. After a 32-year career with the company, today is her last day before retirement. Throughout the week, we have shared stories, memories, and well wishes. Today, we share two final well wishes here.

Vicki King and Cynthia Lumpee during this year's United Way kickoff event.

What an honor it is to propose a toast to Cynthia!

I'm sure you have all heard many stories about her along the way. And it's stories like these and countless others that epitomize the wonderful nature and contribution that Cynthia has made to PAR.

We are indeed fortunate to have had the privilege of sharing Cynthia's expertise, work ethic, and commitment.  She has achieved countless goals and accolades -- too many to mention now.

Cynthia has left a remarkable legacy behind and one which will remain with us for years to come. She is leaving PAR a better place than when she found it, and that, in itself, will remain a lasting tribute to her professionalism.

We will miss our colleague, a consummate professional, a confidant, a friend, a wise counselor, a shoulder to lean on, a leader, and indeed a lady of note.

Remember us fondly and may the years that lie ahead be filled with laughter, happiness and even more dreams achieved. This is our wish for you as we say "so long," but not farewell.

-Vicki King, Executive Assistant to the Chairman and CEO

 

In addition to leading the best Customer Support Department in the test publishing industry,  Cynthia has been such an important part of  PAR’s annual United Way Campaign.  Not only has she been a faithful donor at the Leadership level, but she has also been a creative influence in the planning of fun-filled activities and unique decorations for PAR’s United Way week each September. We will miss her positive spirit, suggestions, and involvement as we plan future United Way activities. 

Cynthia with the Customer Service department during this year's United Way campaign.

“The capacity to care is the thing that gives life its deepest meaning and significance.” 

-Pablos Casals

Thanks to Cynthia for caring about her Customers, her fellow staff members, and her community!

-Cathy Smith, Vice President Community Relations

Cynthia, we wish you the best in retirement!

 
Bob and Cathy Smith with Cynthia during the early days at PAR. Congratulations on your retirement, Cynthia!

You may not know Cynthia Lumpee by name, but if you have ever ordered from PAR, you have felt her influence. Cynthia is PAR’s Vice President of Customer Service, and she has shaped the entire Customer experience with her focus on providing the very best service in the test publishing industry. After a 32-year career with the company, she is retiring this Friday. Throughout the week, various members of PAR’s staff will share stories, memories, and well wishes as we send Cynthia on to her next chapter.

Cynthia taught me the “PAR way,” which is about doing things the right way—being friendly, reliable, and thorough.  She made sure that we always remember that Customer Service is our most important product. Keeping that goal in focus is vital to PAR’s success, and it’s what separates us from our competitors. Most importantly, she taught me that little details matter and the only perception that matters is the Customer’s perception.  Thanks for everything!

-Daniel McFadden, Manager of Customer Support

 

I knew from my first contact with Cynthia that I had encountered both an exceptional person and company. Although I have worked for less than a year in Cynthia’s department, I have enjoyed every moment together and am consistently astounded at how wonderful a team she has put together at PAR. I am confident her influence will continue to radiate through our team and the rest of the company. She will be missed dearly!

-Danielle Greer, Customer Support Specialist

 

Cynthia has shown me the true meaning of Customer Service. If our Customers are not happy, then we need to work on ways to fix it. I admire her dedication to our Customers and their satisfaction.

-Vicki McFadden, Permissions Specialist

 

In just a few days, I will be celebrating my 21st work anniversary at PAR. Without Cynthia, it won’t be the same. Cynthia has not only been my supervisor all this time, but she has been a source of encouragement, a shining example of professionalism, and a friend. In all this time, I have had the privilege of working for her, learning from her, and sharing with her in an effort to build and train a team that provides the best Customer Service in the test publishing industry. We will miss her so much, but will never forget what she has taught us. We remain committed to carrying on her legacy through our never-ending commitment to Customer Service.

-Tamara Dwoskin, Customer Service Quality Assurance Manager
Love our legendary Customer Service? You have Cynthia to thank!

You may not know Cynthia Lumpee by name, but if you have ever ordered from PAR, you have felt her influence. Cynthia is PAR’s Vice President of Customer Service, and she has shaped the entire Customer experience with her focus on providing the very best service in the test publishing industry. After a 32-year career with the company, she is retiring this Friday. Throughout the week, various members of PAR’s staff will share stories, memories, and well wishes as we send Cynthia on to her next chapter.

 

Cynthia has taught me so many things, I don’t know where to begin! So, I’m just going to say that our Customers always come first to her, and she has taught this to every employee she has had.

Thank you for everything, Cynthia. I am going to miss you!

 -Marie Mitchell, Order Entry Coordinator (and has worked with Cynthia for 24 years!)

 

This is not a story, but there is a quote that I think Cynthia has taught not only her Customer Service team but all employees within the organization:

Customer Service is not a department…it’s everyone’s job!

She has taught me that it is important to always put the Customer’s needs first and to give people more than what they expect to get. I am forever grateful for all of her lessons. She will always play a vital role in the development of Customer Service representatives at PAR!

-Donna Drackett, Vice President/Chief Financial Officer

 

Cynthia taught me that no matter what, we’re here for the Customer. Everything we do in the company will affect the Customer in some way, and we have to think about that no matter what.

-Teri Lyon, MBA, Senior Technical Support Specialist
You may not know Cynthia Lumpee by name, but if you have ever ordered from PAR, you have felt her influence. Cynthia is PAR’s Vice President of Customer Service, and she has shaped the entire Customer experience with her focus on providing the very best service in the test publishing industry. After a 32-year career with the company, she is retiring this Friday. Throughout the week, various members of PAR’s staff will share stories, memories, and well wishes as we send Cynthia on to her next chapter.

Many things have changed at PAR, but Cynthia has been a constant for 32 years.

Cynthia was the fifth person to join PAR, and she has had an extraordinary 32-year career here. She joined PAR as a part-time office clerk in 1983. At that time, she described herself as a married tennis mom who was raising two young daughters. She became PAR's first Customer Service representative, then our Customer Service Manager, and finally Vice President of Customer Service. Along the way, she set the Customer Service standard for our entire industry and taught all the members of her team what the Customer Service experience should be.

We will be forever grateful for what she has contributed to PAR.

She is retiring in January as the longest-serving PAR family member but remains part of the PAR family forever.

-Bob Smith III, PhD, Chairman and CEO

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