It seems as if customer service has become less of a priority in businesses that are supposed to be service-oriented. Personalization has gone by the wayside. Businesses are using technology to streamline their operations, sometimes at the risk of losing that customer touch. Examples abound. Customers call an office and get an electronic answering machine that gives five or more options for getting them to the right place. In fact, the customer only wants to talk to a live person. He or she doesn’t want to push buttons and hear a mechanical voice say, “I don’t understand, please try again.
Or, the customer gets to a person, but that person works from a prepared script and can’t seem to deviate from it to solve the individual customer problems. The “customer service representative” then lets his or her irritation creep in, making customers feel like they are making unreasonable requests.
Customer service begins at every entrance point to the company – telephone, storefront or office front, house calls and websites. At HGH Mechanical, unless it’s after business hours, you’ll get a live person answering the phone. That person knows the company and will either direct your call to the right place or help you outright. If you visit our offices, you’ll be greeted by a person. When one of our technicians visits your home, you’ll experience excellent service even before the doorbell rings. Service calls are scheduled within a reasonable time frame and you are kept updated on the technician’s arrival time. When he arrives, his appearance is clean and neat and he’s easily identified as an HGH employee. He will respect your home and your time, and get the job done right. He will instill trust. When you visit our website, you will find it a reflection of our company: friendly and easy to navigate, with easy access to contacting us by phone or e-mail. At HGH Mechanical, we believe that great customer service will keep customers coming back and gain us customers in the long run. We still believe in great customer service.
