Customer service philosophy

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What is your customer service philosophy? Contact One’s philosophy is enhancing the customer experience with great service. Sure, it is very easy for a company to speak of quality customer service, but what does great customer service look like? For us, it is all about the caller’s experience and the longevity of our clients and their success.  Our clients repay our efforts with loyalty, as some of our clients have been with us for over 25 years.The first step to defining a customer service philosophy is understanding your clients and what you are really providing for them. If you took a snapshot of our answering service customers you will see that our typical customer has been with us for an average of more than eight years and we receive about 375 calls on their behalf monthly. We provide a great first impression.

When it comes to customer service, there is a tendency for businesses to think that service is what happens  “after” the sale. When you think in terms of the experience you deliver before, during, and after the sale, you start to see the real opportunities you have to help people.  In our business we are providing service to our client’s customers.  That is how our clients measure our success. Sure, we need to keep our clients happy and respond to their needs, but the quality of the service we extend to their customers is even more important. Our clients are trusting that we will respond to their customers with the same care they would.  In that sense, we act as an employee of the companies we work with.

Every year we handle over a million calls. Every call we answer is an opportunity to enhance the customer’s experience and make a good impression for our client.  The commitment of delivering top notch customer service, at an answering service, 24 hours a day is ever-changing and a constant challenge. Our team is always looking for ways to enhance our performance.

Customer Service is not just a one-way transaction between a business and a customer, it is how you conduct yourself as a customer and a member of the community.  As a company we believe in community service.  Judy Wood (our CEO) currently serves on the Board for the Beacon Foundation and chairs the Governors’ Council on Small Business. Additionally, she is on the Board of the Arizona Commerce Authority and has served in other community groups in the past. Our team participates by supporting events like Raise the Pepper, Race for the Cure, Baile de las Flores and other community fund raisers. All of these activities and experiences have a profound impact on our view of customer service. It’s about helping people.

The real people that deliver excellent service to our answering service customers is Contact One’s team of Customer Service Representatives. Throughout Contact One’s history we have focused on building a team of good people by providing a respectful and rewarding work environment.  Our top CSRs have been with us for over 5 years on average. That is about 5 times longer than most call centers. The average longevity of our management team is 10 years which means we have over 100 years of combined experience in providing customer service. Our company culture has a huge impact on the quality of service we deliver to our clients and their customers.  We don’t always hit the bulls-eye, but as a team we admit our mistakes and look to find ways to correct and improve. This is what allows us to be successful along with our clients.

Our Customer Service Philosophy is enhancing our customer’s experience by helping their customers and enhancing the experience of everyone else we encounter.

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