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The English version of this website is currently under construction. For information about our activities you can contact us at:

Email: info@servicebureau.nl
Telephone: +31 40 290 51 00

Thanks for your understanding.

Bart Jansen
Director

English visitor

The English version of this website is currently under construction. For information about our activities you can contact us at:

Email: info@servicebureau.nl
Telephone: +31 40 290 51 00

Thanks for your understanding.

Bart Jansen
Director

Customer care takes too long

Customer care, customer services, contact moments with the customer. What happens if it turns out that the contacts start taking up too much time?

Customer care: customer-friendly and customer-oriented

Customer care is a term which is used more and more often for any activities and procedures that include contact moments with the customer. These might be online, by telephone or face-to-face. They are all moments at which you can profile your company as perfectly as possible by providing optimal assistance to your customer.

Customer care often includes contacts and activities which always have the same content or which are standardised, or discussions which are generally similar, and are then followed up in the same way each time. Nevertheless, you do not want to automate these. Personal contact is important. However, you do know that these contacts and activities take up quite a lot of time which your employees could spend more effectively on other activities.

There are various departments which have customer contact on a regular basis. These are the customer service department, the customer care centre, the helpdesk, the technical support department and the warehouse. They all engage in discussions or carry out activities which occur frequently and are important, but which actually take up a lot or too much time. They are carried out as part of the operations, or as a consequence of a certain campaign.

Examples of time-consuming customer care or customer service

  • The registering and processing of cash back and refund campaigns.
  • The entering of administrative data, the sending of premiums, the recall of products with which there might be a problem.
  • Checking returned articles which are said to have something wrong with them. The dispatching of welcome packages.
  • Listening to people who submit a frequently reoccurring complaint.
  • Executing follow-up to that complaint.

These are all service activities which you have to carry out perfectly but which internally, therefore, take up a considerable amount of time and also cost more money than is necessary as a result.

Outsourcing customer care

If you lose too much time in processing this kind of work, you can consider outsourcing these often routine and time-consuming tasks. SBJ has also made customer care one of the services it provides on the basis of its fulfilment specialism. You should consider outsourcing customer care or customer service in the following instances:

  • if incoming telephone traffic repeatedly relates to the same old issue, and this traffic cannot be reduced for whatever reason;
  • if you apply a certain procedure to new customers which entails, for example, you having to register, dispatch, collect items, etc.;
  • if you want to have your complaints handling of certain products to take place in a standardised manner wherever possible;
  • if you have to send out a certain mailing with special contents;
  • if you have to have little boxes put together and filled with content;
  • if you have to send out brochures to dealers all over the world.

This is a shortlist of the possibilities. One of SBJ's qualities is that we can relieve you of these activities without your customer even noticing that we are involved. SBJ works entirely in accordance with your vision as regards customer friendliness and orientation.

Customer service: your most important key to success

It is important that your approach to service is maintained as a distinctive factor in the market and company characteristic when you outsource activities like this. SBJ is aware of how important this is. SBJ will discuss with you all the important facets which it then adopts in such a way that the methods and procedures are entirely as you wish. Periodical evaluations and reports will keep you fully updated. Based on SBJ’s innovative background, any suggestions for improvements will be discussed and implemented. If you are thinking of outsourcing certain elements of customer care to SBJ, please do not hesitate to contact Mariëlle Jansen and discuss, without obligation, the possibilities and advantages which outsourcing can offer you. Please telephone: +31 (0)40-290 51 00 or mail to Mariëlle.

Customer care service: SBJ cases

Staples: For Staples SBJ arranges the management of all office supplies for their entire customer base. This involves SBJ organising daily deliveries throughout the country to ensure that not a single Staple customer runs out of stock.

Grolsch: SBJ is responsible for some of the complaints handling for Grolsch. SBJ is notified whenever a customer has a complaint about a bottle or crate. SBJ then contacts the customer in question and makes an exchange appointment. SBJ collects the product and delivers it to the Grolsch research laboratory. The customer receives a new crate.

Q-Park: New Q-park season ticket holders always receive a key and welcome package. SBJ organises the delivery of both of these.

Read more:

Fulfilment as heart of the organisation

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