Consumer Lawn Care

Turf Maintenance Equipment Manufacturer’s Customer Service Program Supports Loyalty and Life Time Relationship

 

The Client 
  • A global leader in turf maintenance equipment and precision irrigation systems
The Challenge
  • Quality products and service, customer loyalty, and life time relationship critical company strategic objectives
  • Provide product information, assisting in product selection and product purchase decisions
  • Provide product technical assistance and product trouble shooting
  • Implement and maintain seamless customer service support, assuring issues resolution
The Solution 
  • Training and mentor programs ensure the Customer Service Team has the knowledge to support consumer inquiries
  • Team members supplied with the tools to address product trouble shooting, technical assistance, and parts or small ticket item purchases
  • Maintain repository of information on all products (including discontinued products)
  • Program metrics, including response times and abandon call rates, established and measured
  • High percentage of call monitoring
The Results
  • Skybridge Customer Service has provided customer service support for this manufacturer since 1988 (20 years)
  • Customer Service Team empowered to resolve issues - “make it right”
  • Service level measures established to maintain quality and consistency are continually met