Karen keeping the customer happy

Karen Hazlett knows that customer needs come first, and uses the challenge of process change and company reorganization to find new ways to keep the customer happy.

As a customer service team leader at ASSA ABLOY Door Security Solutions in Vaughan, Canada, it is Karen’s job to make sure that her team works smoothly despite change, focusing on ways to better serve customers across the eastern region of Canada.

Karen’s positive attitude and personable demeanor have already helped her team remain stable through four recent changes in leadership and extensive process change. She has not only seen her team through the changes, but has embraced them, turning the challenge into an opportunity to find new ways of better serving her customers. 

“One of the greatest challenges is working with the current changes in the organization,” she says. “We need to work even harder to solve problems and to continue to meet and exceed our customer requirements.”

She joined the company in January 2001, holding a wide range of positions since then: as a receptionist, with sales-order entry, and as a customer-service representative.

Her tasks today include order editing, order proofing, and assisting customers with inquiries. She also works with other departments, such as purchasing or the warehouse, to ensure that customer needs are met.

One of the best things about the job, she says, is the company culture: “I like it. I really feel I can make an impact by giving ideas and suggestions on how to make the customer happy.”