We offer a higher caliber agent,” says Working Solutions CEO Tim Houlne, “because that’s what our clients expect. They know it makes a difference, and they know brand loyalty is built in that one-on-one environment.
Plano, TX (PRWEB) May 07, 2012
Supple leather? Check. Craftsmanship? Check. Exquisite detail? Check.
But what characteristic distinguishes luxury more than any other - even in a sluggish recovery? Compassionate customer service rendered by an articulate human being, according to a Dallas PhD who specializes in retail excellence.
“The fact that a consumer cannot get in touch with a real human being is the major, number one complaint in the area of service quality,” says Dan Howard, PhD, a marketing guru at SMU’s Cox School of Business.
“Getting a sincere human being on the phone will put you in a top competitive position,” says Howard. “No doubt about it.”
Howard has published more than two dozen papers on brand loyalty, advertising psychology and advertising in his academic career, with a specialization in consumer behavior.
That level of customer engagement is the specific service offered by one Plano company since 1996.
“We offer a higher caliber agent,” says Working Solutions CEO Tim Houlne, “because that’s what our clients expect. We’ve proven that it makes a difference, and our clients know brand loyalty is built in that one-on-one environment.”
Working Solutions is a Plano, Texas based contact center solutions provider, that celebrated its 15th anniversary in 2011. Since 1996, Working Solutions has offered corporate clients such as Dell and Office Depot a suite of call center services, to include well-educated and articulate call center professionals, a step above those offered by most off-shore providers.
“For 15 years, we’ve been delivering outstanding customer engagement. Our clients understand the importance of the service. It helps set them apart as more of a luxury brand.”
For corporate leaders, that kind of customer engagement has been hard to find offshore. Consequently, more US companies are bringing customer call centers back home, or outsourcing the work to third party providers who guarantee articulate, compassionate agents.
“They’re not going to expect to get a human being who sits down with them and has empathy, understanding and dependability,” says Howard. “So when you do provide that, perceptions are actually going to exceed the expectations. And boy you’re going to have a customer for a very long time, perhaps for life.”
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