Newsletter – I Have A Question – Response
As a manager of a large luxury apartment complex, I am tasked with addressing all customer service calls and ensuring issues are resolved in a timely manner. All service calls are electronically logged and sent to the corporate office for tracking. Many of the calls, when investigated, are not issues to be addressed.
How do I communicate to customers and inform them of issues that require a service call?
In today’s world, timely and quality customer service is expected regardless of the business. It’s also safe to say that many customers expect services that are not required or needed because they just don’t know or understand. So, the solution to your problem is a better customer communication process. Below are a few tips for developing a customer service call communication process.
- Most apartment tenants look at every problem as a big problem and believe that everything should work perfectly all the time. As a result, they call for everything. The first strategy for reducing service calls is to brief and provide the new tenants information on what issues are emergencies and require immediate action, what non-emergency issues are to be reported but responded to on a first come first basis, and what issues are not serviceable.
- Place a bulletin board in each building to inform and remind tenants of pertinent information such as service call requirements.
- Prior to responding to non-emergency service calls, follow-up with an inquiry call to confirm the issue is serviceable.