We have established service standards to give our staff direction when confronted with a situation that is new and unusual. They consider the standards in sequence and devise the best solution. The standards are:
- Safety first
- Sit in the customer’s chair
- Do the most you can do
- Communicate often and thoroughly
Our Service Standards
Safety is paramount for us; for both our agents and our callers. Without the ability to ensure a healthy and alert staff, we would be unable to assist our callers to the best of our abilities.
It is made clear to all of our staff that the safety of our clients is also a number one priority. Here are just a select few examples of the many calls that we receive every day, where urgency and safety first are musts for us:
- One of our HVAC partners received a call from a client notifying us that their A/C unit had gone out, and that they had an infant in their home that was rapidly overheating. This required immediate escalation.
- We received a call for an apartment complex, because a tenant has been locked out and was in danger. Acting quickly was imperative.
Because we prepare our agents for these types of calls, and they have safety first at the forefront of their minds-clients can rest assured that their callers will receive responsive, immediate assistance.
Sit in the Customer’s Chair:
Do the Most You Can Do:
In the early days of the industry, a constant phrase used in training was: when in doubt, reach the customer with the message. Times and technology have changed, and so have training methods, but the fundamental point is still the same. When in doubt—reach out. Our agents are trained to do everything to help the caller and our customers. Too often, people look for shortcuts and do the least they can do—we do the most we can to serve.
Communicate Often and Thoroughly:
There were times when a message was delivered that only said, “Ask them to call me.” Clearly, the “meat” of the message was missing. From taking a thorough message, to returning the call to clarify a detail, to checking with the office to make sure that the “always on call” is still in place, it is our job to bridge every potential communications gap.