360° approach to customer care:
It’s based on the principle that when customers call us, we want them to
know that we will “own” the issue through resolution. Our customers know that we won’t transfer
them into a never ending loop of phone calls that puts the burden of resolving it on their
backs. We discover the resolution even if it has originated with another business or client
entity.
To accomplish this, we train our employees to listen carefully to our
clients to understand the issue, then research it and document the resolution in our issue
tracking software which allows us to build a knowledge base of questions and answers which
support efficient issue resolutions in the future with this or other clients. It also serves as
a useful new employee training too