Thursday, September 25, 2014

Our Customer Support Rules .....and Suggestions for the Ultimate Customer Service Experience

On a day like any other day in Customer Support, a co-worker took a call from a potential customer who eventually signed up for new residential trash service with Borden Waste-Away. She ultimately called three times that day; once to ask questions and inquire about service options, once to tell us of her decision to sign up for service, and a final time to ask a couple forgotten questions about the service she had chosen. 

During the third conversation with one of our Customer Support Representatives (CSR), she asked, “Do you know why I went with your service”? The CSR paused for a moment and she plainly stated...”Because I made 9 phone calls to different companies today and you are the only one who answered the phone. I called you 3 times, and every time someone answered the phone”. Our CSR went on to explain that, as long as it is during our business hours, you will always reach a live person.
Nothing is more frustrating than calling a business only to get an answering machine saying “Nobody is available to take your call at this time. Please leave a message and someone will get back to you”.

Waste-Away Group, Ltd. prides itself on a fully staffed live Customer Support department available Monday through Friday from 7:00 a.m. to 5:30 p.m. and Saturday from 8:00 to noon who can help with anything from new residential trash service to billing questions to scheduling the repair or replacement of existing customers’ trash carts which, in most cases, Borden Waste-Away provides free of charge.

“A fifth of the top 100 online retailers, including Amazon, Nordstrom and Blue Nile, have humans answering the phone when consumers call with questions about products...and other...issues, according to a new study from StellaService. The findings are important because 71% of shoppers say they are extremely irritated when they call customer service but fail to reach an agent, and 67% of customers report hanging up without receiving resolution to their issues, according to a separate report from Consumer Reports that is based on a March survey of 1,010 consumers”.**

Obviously, just as in our example of an actual customer call, a live Customer Support department is still a very attractive part of the service industry. “New and existing customers have questions that come up and need help...not an answering machine saying that someone will get back to them” a CSR relates. At the Waste-Away Group, Ltd., our Customer Support Representatives are eager to help you with new service or any questions that may arise and, as always, someone is here to take your call.

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