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More satisfied customer service representatives expected to lead to higher customer satisfaction.
Buffalo, NY (PRWEB) February 03, 2013
ArchiveFee.com is taking proactive steps to boost employee morale and performance in order to overcome recent challenges to their customer service experience, company officials said.
“We had a setback in our customer service levels in late December and early January that had a strong negative impact on employee morale,” company spokesman Josh Fraser said. “And when your customer service people are feeling down, it's hard for them to give customers the high level of service they deserve. So, we realized we had to address that right away.”
Several weeks ago, glitches in third-party customer service software led to various consumer complaints, company officials said. Though the problem was not of their own making, customer service representatives took the brunt of the customer frustration, which impacted both service and delivery levels.
“We've fixed the software glitches, now we have to fix the fallout on our employees,” Fraser said. “Happy and satisfied customer service representatives lead to happy and satisfied customers, which leads us to fulfilling our core mission.”
Customer service representatives will be given financial rewards for dealing effectively with customer service problems, be allowed to use the cloud to work remotely, have access to food, snacks and energy drinks in their workplace and be trained in how to explain the software glitch to customers in a way that leads to customer satisfaction. A mentoring program will also be implemented, Fraser said.
“Our customer service representatives are the most important part of our company,” Fraser said. “They make or break our reputation. So, they have to know that their hard work is valued and will be rewarded. They have to know that we consider them the most valuable part of our dedicated team.”
ArchiveFee.com provides public records such as background checks, driving records, family records and more while offering 24/7 customer service to back up these products. Contact ArchiveFee.com customer service at manager(at)archivefee(dot)com.
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