Looking For Ways To Upgrade Their Customer Service

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The company will reach out to customers for advice.

At the same time, the company will have an independent auditing firm do an evaluation of their customer service work. is launching a two-part initiative to upgrade their customer service performance, company officials said yesterday.

“We want to provide the best customer service in the business,” a company representative said. “But we can't be objective about our performance, so we are going to have independent research done to see how and where we can improve our standards.”

The first part of the approach will be asking for customer feedback, both when they receive their public records reports, and after each contact with their customer service team, the company said.

“That will give us one metric to use – the information we get from our existing customers,” the representative said. “That will go a long way to helping us improve, but it is not our only research effort.”

At the same time, the company will have an independent auditing firm do an evaluation of their customer service work – by pretending to be customers, working side by side with customer service representatives, and monitoring the customer service environment, the company said.

“That will give us a second, even more valuable metric of where we can improve,” the representative said. “After all, there may be ways for us to improve that neither our staff nor our customers have thought of.”

The research initiative will run for 90 days, the company said, after which they will begin to implement suggested improvements.

“This is a long-term project and not a quick hit,” the representative said. “We are deeply committed to customer service.”

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