News

Customer service is the lifeblood of any business and it is vital to get it right not just one time, but every time.

In a climate of overseas calls centres and pre-recorded voice messages, communications firm Daisy Group Plc has made a pledge to keep its customer service simple and effective.

The Lancashire-based business operates a UK-based customer services team and boasts an average call waiting time of just three seconds.Better still, the calls are answered by a real person and not an interactive voice response (IVR), which drives so many people to distraction.

The high level of customer service at daisy is one of the cornerstones set in place when the company was established and still is one of the company’s main selling points today.

Operations director Stefni Oliver said: “Customer Service is key to the success of daisy and the reason why thousands of customers choose us as their preferred communications supplier.

“Good customer service is about more than just a cheery voice and an offer of help, it is about taking that extra step to make sure that customers feel valued and looked after.

“And this is not simply a role carried out by our customer services team, it is something all staff adhere to in our daily communications with customers, partners and suppliers.”

Daisy’s commitment to putting the personal touch back into customer service means that when you call its UK-based call centre there will only ever be a real voice at the other end of the phone.

“We aim to answer 95% of all calls within three rings, and that is the minimum standard we adhere to,” added Stefni.

The company is eager not to fall foul to many of the most common call centre bugbears, namely people being kept on hold, having to call an overseas call centre and having to answer to pre-recorded messages.

Stefni said: “We have never succumbed to outsourcing our call centre, meaning all of our customer services, sales and sales support teams, operate from our head office in Lancashire and all inbound calls, without exception, go directly to them.
“And we firmly believe that is something that doesn’t go unnoticed these days, particularly by our customers.”

The daisy ethos is not to simply meet customer expectation when they contact them, it is to exceed expectations at all times.
“By treating customers in the way that we would like to be treated ourselves we won't be going too far wrong”, concluded Stefni.

Daisy’s Top 10 Tips on Good Customer Service:

1. Keep your promises and rings back when you say you will
2. Acknowledge the customer with a cheerful greeting
3. Give the customer 100% undivided attention
4. Ask open questions to establish needs
5. Use voice to display enthusiasm and display an open, friendly manner
6. Listen well
7. Show an interest in the customer
8. Summarise the customer’s needs
9. Don’t criticise competitors
10. Thank people for their time

How many of these do you do?

For more details and interview opportunities, please contact Fiona Ritchie, PR Executive. Tel: 01282 607785 or e-mail: fiona.ritchie@daisyplc.com
www.daisyplc.com