MAINTENANCE OF RELATIONS
Win trust through relations
Building relations with Customers is a process which has to be carried out with particular attention to every detail, therefore we offer Campaigns aimed at not only the support of sales activities consisting in the Customer opinion survey but also occasional calls playing a role in making the contact with the Interlocutor deeper.
Below three Campaigns are presented:
Nice Call – for those who take care of good relations with Customers
Occasional Call - to effectively raise the level of satisfaction
Claims Handling – a new standard of amicable handling of affairs
Please feel free to contact us if your Company:
- plans to increase recognizability
- wants to maintain good contact with the Customer
- cares about a positive image
- prioritizes comprehensive solutions and high quality of Customer service
SCOPE OF THE SERVICE:
- determination of business expectations
- configuration of the ICT facilities
- preparing training materials
- preparing conversation scenarios and a dedicated “relational path”
- monitoring the Service quality and implementation
- recording and storage of calls
- a detailed report of actions taken
Contacting the Customer after closing the transaction has good impact on the level of satisfaction with the service quality. Thanking for using the services completes the sales process. During such a call the Customer may also be informed of the contact details and be invited to stay in contact in the future. The Consultant may also survey the Customer's opinion on the quality of products and services. Customers appreciate the words of thanks. The expression of appreciation for establishing, continuing or expanding cooperation is an important stage in building long-term relations.
Occasional calls complement the cycle of the Customer service in an excellent way.
The Customers’ positive perception of birthday, holiday wishes or wishes on other occasions translate to their readiness to talk as part of selling services at a later date.
For the purpose of this Service we propose to prepare a scenario ensuring the conversation to go in a friendly atmosphere.
HANDLING OF COMPLAINTS
Out of concern for a good image of our Business Partners we take care that during each contact a Customer, after a call, is satisfied with how the call progressed. We handle complaints with particular attention. On the basis of the gained experience we know that the service quality is the key in case of complaints handling.-more-
The Team of Consultants dedicated to the Service is appointed taking into account capabilities of the Consultants. Our aspiration is that each complaint is received with the proper understanding of the Customer’s situation. We take care that Consultants are open to Customers and demonstrate a professional approach owing to which matters will be handled amicably.
The recording of all calls enables to have reference to the information given while filing a complaint.
Filing a complaint may be registered by the tools provided by the Business Partner which enables prompt and effective exchange of information. Before starting to handle complaints we get acquainted with the rules and procedures applied by the Business Partner in detail. We prepare the relevant materials and training ensuring the appropriate level and subject-related preparation of Consultants.