Customer Service – A WCS Philosophy
In our busy and virtual world, a friendly person-to-person interaction is often hard to find. The world of Customer Service has been hit hard by the desire to streamline and automate for efficiency.
At Wellness Corporate Solutions (WCS), we have held true to the desire for every customer service interaction to be a personal experience that reinforces the goals and philosophy of the entire company. This approach is carried throughout the departments in WCS and even in the decision to call the service team, Customer Care.
How do we show we care?
The Customer Care team is an in-office group working towards serving our company and clients with the utmost care. While most customers avoid the dreaded phone calls to their insurance or service companies, the Care team strives to reduce hold times and give each caller a personal interaction while working with them to answer their questions. Our Customer Care team works with our co-workers and other departments to ensure each client the most desirable outcome. We keep the customer in mind, tailoring our responses and anticipating their reactions.
Our efforts show, with average hold times of less than 60 seconds and email response rates averaging less than 24 hours. While efficient, we never sacrifice experience. At WCS, we are putting the customer first.
Customized Customer Care
Many wellness companies tend to sell their services as structured packages, not taking into account the unique needs and caveats of the client. Instead, WCS tailors their services and programs to meet the specific needs of the client. This carries through to our Customer Care team. The team is constantly learning, growing and developing so that the customer is empowered and feels cared for. Because who is motivated by a canned response?
Customer service at WCS is different because it isn’t just a department; it is the embodiment of our company’s culture and philosophy. We at WCS aren’t just providing a service, but truly caring for our customers.
*Author: Jen Bertelsen, Customer Care Manager at WCS.