Did one of your products suddenly stop working due to a technical failure or another problem? Or does one of your products have to be recalled? Such situations can be very problematic, but fortunately it is not insurmountable. If you respond quickly and decisively, such an event could even bring goodwill, because a customer really appreciates it if he or she is informed proactively in such cases. Giving customers attention is particularly important in such cases. When making a service call, you have to be particularly careful that you clearly explain the cause of the situation, and what alternatives you may be able to arrange. That is something the customer will greatly appreciate.
If something does suddenly go completely wrong, it is almost impossible to remedy it under your own management, especially if it concerns a large group of people who have to be contacted in a very short period of time. However, HMS is completely prepared for such an event. We can carry out a large amount of service calls for you quickly.
Better preparation, better service calls
It is important that we know the background of the service call. What is the problem? What are the consequences for the customers? What kind of questions and complaints can we expect? What can we promise? Is there an estimate available of when things will be back to normal, or is there an alternative? We use all this input to brief and train our agents, so that they can give your customers an explanation based on solid information and, where possible, provide a solution.
Then we collect and compile all the data arising from the service calls. This data is submitted to you in a clear analysis report, which enables you to better understand how your customers perceive your product. It is also valuable and useful data for your marketing staff.