Customer Service: Providing Excellence in Service
You have the best product ever. You have prices that no other retailer can beat. Great! Does your customer service meet the same level of excellence? A bad customer experience can be shared with millions of people in the blink of an eye. One click of the mouse can take those people to your competitor’s sites.
The question you should be asking yourself is “am I providing the absolute best customer service that I can?” Actually, if you have to ask yourself that question, you probably already know the answer. So how can you do it better? Maybe it’s time for you to go back to doing what brought you to this point in the first place- managing your business- and letting experts take over your customer care needs.
Our Thill Inc. fulfillment centers do more than store your inventory and pack & ship your merchandise. Thill Inc. also provides comprehensive customer service resources as part of your contract. There are many reasons why you should be outsourcing your customer service needs and we’re going to cover those now!
Phone Calls
You don’t have the time to answer your phone 24 hours a day- 7 days a week. Even if you have calls forwarded to a messaging system, people want to talk to a “real person”. Sure, you could hire an answering service, but how well will they represent your product? Thill Inc. employs highly trained customer service agents who are required to learn the in’s and out’s of your brand and individual products. Product information, customer order history, order details and shipping information is available through our Order Management Software (OMS). This allows us to be accurate and informative when dealing with your customer. We can, in most cases, give them all the information they are seeking and more.
Keeping Promises
When it comes to providing excellent customer service keeping the promises you make is your first priority. Nothing can hurt a business more than unhappy customers- they can do a lot of damage with today’s online presence. When you outsource your customer service needs to Thill, you can rest assured that our customer service agents will go above and beyond to make sure you have happy satisfied customers who can’t wait to leave you a 5 star review! Why meet your customers expectations when you can exceed them.
Keep your Ears Open
You don’t want to just “hear” your customers; you want to listen to them as well. In many cases they have a lot to say. You just may not have the availability to spend time on the phone or in a chat with them. Complaints, questions or even those calls to share their total satisfaction with your products, our customer service staff is there to listen. Our customer service staff will make notes, provide information and work with your customers for as long as it takes. The end result will be 100% satisfaction.
Dealing with Customer Complaints
Everyone gets them, it’s just a part of business. Because you have a deep personal connection to your products you may be biased when having to deal with complaints. We are here for you, representing your product. Our customer service reps are able to approach complaints from a neutral standpoint and are able to handle complaining customers without the emotional ties that an in-house staff may have. At Thill our customer service agents will always remain calm and listen to the customer. That allows us to solve problems and resolve issues that everyone is satisfied with the end result.
Be Helpful
People want to know that you truly care about them as a customer. Being attentive, offering suggestions and solving problems are all a major part of providing exceptional customer service. What makes a customer service experience a great one? When the customer can’t wait to tell someone about it! Thill Inc. customer service agents are thoroughly trained to provide attentive, cheerful and knowledgeable service so that customers feel they truly have been helped. We are an integral part of your success!
Knowledgeable Customer Service Staff
The people providing the customer service for your products need to be knowledgeable about your products. If they don’t, it’s a recipe for disaster. Highly trained, knowledgeable customer service reps are at the core of Thill Inc. Our customer care agents know the “what’s”, “why’s”, “when’s” and “how’s” of every single transaction. Our order management software provides an instant look into each and every transaction right at their fingertips. This allows the customer care agent to provide accurate information which equals happy customers.
We really know what we are doing
It may be a hard concept to grasp- outsourcing your customer service needs to strangers – We totally get it! Once you start working with us, we aren’t just voices on the other end of the line – We are family. Just like you, we want nothing but success for your business. Your success is our success.
Thill Inc. has been providing fulfillment service since 1959. There are a lot of elements that are needed to make any business successful. At the top of that list is customer service. Without customers, you have no business, so customer service is something that must be done very, very well. Our OMS technology is extremely advanced allowing us to have a firm grip on the everyday operations of your business. You can’t lose when you decide to outsource your fulfillment services to Thill Inc. We offer incredible customer service resources along with a long history of fulfillment experience.
The receiving, inventory management, order processing, packing & shipping elements are also a part of your relationship with Thill Inc. We offer a “Full Spectrum” of services to meet your needs! Did we mention we do customer service too?
