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
