Client Service Center

Congratulations Chris Luttrell: Service Pillar Award Winner
Published on by Queen of Fun in Blog Posts, CS3 Technology

 

 

Chris has been diligently working for the past 6 months on a process to improve our customer experience and move each one of them to the “Raving Fan” category. To that end, she has developed all the tools, questions and processes to do the following:

 

  • Bi-Annual Client Surveys (the first one to launch next week)
  • Weekly client follow up calls (to poll a couple of clients weekly about a recent support call they had with us)…also to start next week
  • Client Exit Follow up. To determine why a client decided to leave and remind them we are here to help in the transition
  • Quality Control Process. To track and monitor customer complaints and resolutions.
  •  

She found the correct survey tool, documented all the procedures, and helped with SalesLogix design for tracking information. She worked with the management team to ensure all factors were considered in the project.

 

The first Bi-Annual Survey is complete and we received right around 100 responses, 90 from the survey tool and about 10 that were directly emailed to her.

 

Get ready team! Chris will be letting us know, based on client feedback, how we can do things better and what we are already doing right!

 

I must say I am a Raving Fan of Chris. Congrats for fulfilling Service Pillar 14 – “Look for Improvements” and Service Pillar 17 – “Never Leave the Client Guessing.”

 

(877) 496-1600

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