In the past, industries like retail have set the standard for delivering a personal, individualized customer experience. We are doing the same for the junk removal industry.
Vancouver, BC (PRWEB) April 12, 2012
1-800-GOT-JUNK?, the world’s largest junk removal service, has recently implemented the most comprehensive complaint resolution system in the industry.
Using a system developed in-house, the customer service team can now go from a complaint to a resolution in 3 days.
The original goal set by the 1-800-GOT-JUNK? customer service team was to respond to all feedback within 24 hours and have 80% of all complaints resolved within 3 business days.
One year in, they have exceeded their goal and are proud to announce that they have resolved 89% of all complaints within 3 business days.
“In the past, industries like retail have set the standard for delivering a personal, individualized customer experience,” explains founder and CEO Brian Scudamore. “We are doing the same for the junk removal industry. Going into someone’s space and clearing away their junk is very personal and we’re proud that our customer care reflects that.”
See below for a couple of other advanced customer service initiatives 1-800-GOT-JUNK? has implemented.
- Innovative Call Recording System
1-800-GOT-JUNK? uses a call recording system that allows franchise owners access to the exact call that got them their job. The client’s story, tone and personality can be accessed before the truck team arrives at the customer’s door.
- Monthly Complaint Elimination
The top 10 reasons for complaints are singled out and each month one of the complaints is focused on and work is done to eliminate the cause. After one month of concentrating on call centre challenges, call centre complaints dropped so significantly that it went from its #4 position to number #7 on the top 10 list.
1-800-GOT-JUNK? is pioneering an industry that is helping residents and businesses remove junk and regain space. 1-800-GOT-JUNK? makes the ordinary business of junk removal exceptional. 1-800-GOT-JUNK? was founded in 1989 and now operates in close to 200 locations throughout North America and Australia. Please visit us at 1800gotjunk.com.
For more information contact: Andrew Sutherland, PR | 1-800-GOT-JUNK? | 1-866-995-5865 |