“Our primary mission is to essentially perceive what the shopper’s expectations are, after which exceed them,” says Kathy Wulf, director of shopper providers at American Time, when requested about customer support.
“We give attention to constructing sturdy relationships with our purchasers by discovering methods to essentially hear to every buyer, decide their ache factors, and stroll them via completely different choices and options.”
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You Speak to a Actual Individual on the Telephone
At American Time, our customer support middle would not use an automatic cellphone system. As an alternative, the purpose is to get a buyer in contact with an actual individual inside 30 seconds.
“In the event that they do have a difficulty or ache level, what’s it and the way will we assist them? We attempt to go above and past in relation to actively listening to every caller,” Kathy says.
The shopper providers personnel are the primary line to American Time’s layered strategy to buyer success , with workers out there to supply a quote, take an order, or reply common questions.
There are additionally consultants available to subject more difficult technical questions and supply troubleshooting steering. On high of that, a caller may be routed to the initiatives group, which consults on main initiatives such because the set up of a brand new clock system in a faculty.
Buyer Service = Standing Behind the Product
We see long-term customer support as core to our philosophy.
“When one in all our merchandise isn’t functioning the best way it ought to, we make each effort to not solely restore or substitute the product, but in addition examine why the unique piece wasn’t working accurately,” Kathy says. “We take satisfaction within the high quality of the merchandise we ship to purchasers and try to know any points that come up.”
Customer support is not an add-on, it is a part of our enterprise mannequin. That philosophy runs so deep that even those that do not use American Time merchandise can name our customer support line to hunt assist. “If we don’t know the product, usually when it’s an older clock mannequin or different producer, we nonetheless attempt to present solutions or sources, even after we are unable to supply the service they want.”
A Historical past Grounded in Service and Loyalty
Nice customer support isn’t a brand new observe at American Time, it’s one thing we’ve all the time taken satisfaction in. “The enterprise was began as a clock restore service and customer support was one of many issues that set the founders aside from their rivals. They’d restore the clocks no matter the place they got here from,” Kathy says. “After we began creating our personal clocks and techniques, service continued to be on the core of what we do and who we’re.”
The muse of our buyer providers begins with our shopper providers group and creating an setting the place they’re able to excel. “One of many group members in our division is without doubt one of the longest time period staff with over 30 years expertise, ” she says. “Her information of the core merchandise and the way the corporate began is such an asset to shopper providers. Now we have a variety of staff with a protracted historical past within the firm. It’s created a stable group with a powerful information in clock techniques and an curiosity in innovation. They’re taking us to the subsequent stage whereas nonetheless supporting the shopper.”
Have a clock query? Name American Time’s customer support division at 800-328-8996 or contact us on-line.
