It is communication that makes the difference between adequate service and exceptional customer service. Service Plus prides itself on leading the market with innovative and functional communication methods.
There are 3 key prongs to the Service Plus communication strategy:
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- We utilise automation as much as possible to ensure customers recieve timely and relevant updates and information. Customers and retailers receive Txt and email updates at multiple stages through the job to inform them as their job progresses. Regular customers receive reports on a scheduled basis (e.g. weekly or monthly) to inform them of the status of current jobs and also to analyse the previous period's completed work to show our performance.
- We employ customer focused staff in our Contact Centre and Receptions whose responsibility is to ensure our customers are delighted with the service experience. They handle face-to-face, phone, email, txt, and web based enquiries as swiftly as possible.
- Feedback is the best way to see what is working and what needs improvement. We survey our customers whenever they contact Service Plus or have a repair completed by us. In addition, partners survey their customers and report the responses back to us. This gives us great visibility of how we are performing and where we need to improve.