Constantly Improving Our Customer ServiceWhat Superior Customer Service Means to Computer Merchants
Word of mouth referral is the most effective form of promotion. It costs nothing and carries a lot of credibility as it is based on personal experience.
At Computer Merchants, we believe that satisfied customers not only tend to return to buy again from us, but are also likely to talk positively about our business to others. A bad customer service experience is shared with around 10 other people, who are likely to tell another 10. Our team at Computer Merchants understands this.
Superior customer service is service that exceeds your customer’s expectations, and will make your business stand out from your competitors. To be effective, our customer service must be consistently good in every part of the business. From the moment our customers think of purchasing, right through to the final sale, there are opportunities for our team to add customer services to the process.
Identifying our key service activities
Every transaction the Computer Merchants team has with our customers gives us an opportunity to impress them and create a positive perception of our business. For this reason, it is useful to identify those key service activities, so that we can review our performance regularly, and decide on what initiatives to take to provide superior service.
Typical interactions include:
- Responding to phone calls
- Providing product and service information
- Taking customer orders and discussing service requirements
- Sending follow-up documentation, eg to confirm orders
- Billing and managing payments
- After sales service
- Listening to feedback
We are continually fine-tuning our systems and processes
This ongoing process of continuous improvement means that we can keep on meeting and exceeding your expectations.
Recent Improvement Project
We recently completed a project that lets us barcode shipments to allow for faster production and tracking time.
When we pick goods, they now match a picking slip that is barcoded for easy despatch to customers. The goods are scanned in the warehouse, logged and sent out. Once the goods are fully picked, the system produces a packing slip to go with the delivery on our letterhead. This has proved to be a big time and money saving process for both Computer Merchants and our customers.
How can we do better?
Is there something you’d like us to do differently that would make things easier for you? Let us know by emailing us directly, or call us on 1800 777 111 in Australia, or 09 307 0520 in New Zealand.
