Taking Customer Care To New Heights

Customer care has always been important but, in today’s tough financial climate, outstanding customer support can help you win business – not just protect what you’ve got.

We provide businesses with an extensive arsenal of outsourced customer care services that will enable you to demonstrate to your customers that they really are important.

We will be delighted to conduct a customer care audit of your business and recommend how you can take customer service to new heights.

Our audit will also look at how you compare with your rivals. If they are outpacing you, you will need to measure up or you will start to lose business.

Our research shows that companies with outstanding levels of customer care:

• Retain their customers longer
• Earn more from their clients
• Are more successful at winning new customers

We empower outstanding customer care. Here are a few of the services we offer:

1. Customer Care Strategy
It’s free if you appoint us to implement a customer service programme and it will tell you what you need to do to become best in class.

2. Customer Surveys
We can tell you what your customers really think about your products, services and brand by conducting on-line surveys, telephone interviews or face-to-face discussion sessions. We can give you initial feedback in the blink of an eye – sometimes within 24 hours – and provide you with a roadmap to take you to where you need to be.

3. Customer Satisfaction Measurement
We can put in place on-going customer tracking procedures to measure your customer satisfaction performance month-by-month.

4. Customer Loyalty Schemes
We can create and implement a bespoke customer loyalty schemes that will ensure clients feel valued and keep coming back for more.

5. Customer Help Desk
We have our own dedicated customer call centre and we can speak to your customers in your voice while answering questions or handling complaints. Our customer care team are outstanding at turning critics into supporters.

6. Out Of Hours Telephone Services
Nothing infuriates a customer more than the switchboard closing at 6pm. Let us extend your day by handling out of hours calls on your behalf. We are on call 24 hours a day.

7. Customer Handling Procedures
We can review your customer handling procedures and help you put in place measures that will improve communications and service. It may simply mean re-writing customer complaint response letters or changing policies on refunds.

8. Customer Tracking
Do you know who your best customers are? Do you know when they stop buying from you? Do you know the level of complaints your company receives? If that information is missing – you could be vulnerable. We can put customer tracking procedures in place to ensure you are on top of every area of your operations.

9. Former Customer Targeting
Most businesses have customers who have stopped buying for one reason or another. It may be because they had a poor customer experience or you are no longer front of mind. We can put in place a programme to re-establish contact with former customers so that they start buying from you more.

10. Customer Mailings
It’s important to stay in touch and we can help you with regular mail shots or emails to your customer base. We can also implement SMS texting campaigns to alert your customers to special offers. It goes without saying that we handle the entire process from writing the mailers to compiling and maintaining your data base.

11. Staff Training
Are your people as helpful and customer friendly as you would like. We can organise mystery shopper programmes to find out. We can then put in place a customer service training programme to ensure your team puts a smile on your customer’s faces.

12. Customer Care Via Your Website
Most of us use the internet to get information and smart companies are using their website to improve customer care. We can help you get your website up to scratch by making it accessible to people with disabilities. We can also produce customer helpful content that will boost customer satisfaction ratings that may include product guides, Q&A sections or product assembly videos.

13. Customer Care On The Social Media
Social media sites like Facebook and Twitter are growing more popular by the day. You are missing a trick if you’re not using them for customer service. We can put everything in place and operate your social media customer help desk for you.

14. Web Monitoring
Customers are more vociferous than ever before. If they are unhappy, they are very likely to Tweet about it. We can monitor the web on your behalf 24/7, stepping in to calm criticism or promote praise.

15. Birthdays & Special Days
No one likes birthdays or anniversaries to go unmarked. Our mailing department can compile a database and send birthday, anniversary and Christmas cards to your loyal customers so they feel special. We can even mail out gifts or deliver flowers to make them feel extra special.

If you are interesting in improving customer satisfaction, please contact Elspeth Brown on 0800 612 9890 if you are in the UK or 1-800 937 374 if you are in Ireland.