The company is going to become proactive in finding dissatisfied customers and helping them.
San Diego, CA (PRWEB) February 27, 2013
HomeValue.us.org is taking steps to address customers' complaints quickly and fairly, the company said yesterday.
“When a customer has a complaint or a concern, it must be handled right away,” a company representative said. “That's the best way to do business. We realized that we were not addressing complaints perfectly, so now we are working hard to fix that.”
The first step the company is taking is hiring new customer service representatives to handle complaints.
“If someone calls up to complain and gets put on hold for five minutes, they might hang up before getting to a customer service representative,” he said. “That's not good. But with more people on staff, we hope to keep hold times down to a maximum of 90 seconds.”
The company is also installing predictive software, which will allow their customer service representatives the chance to figure out what a customer is likely to complain about.
“They can have the data on their screens before the customer even asks they question,” the representative said. “That means they can solve the problem much more quickly than before.”
Finally, the company is going to become proactive in finding dissatisfied customers and helping them, the representative said.
“Not everyone with a complaint calls us,” he said. “Sometimes they just post about it on their blog. We'll seek out those blogs and reach out to help them with their concern. We'll go to them to provide the best customer service possible.”
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