Web chat and shiny new portals are all very well for enhancing customer experience, but at 9, we believe it is the people at the coal face who make the real difference
Working with the feedback form our annual survey, we have made it easier for customers to talk to us by changing our phone greeting menu and training staff members to be more able to own and resolve issues first time, which our customers really appreciate.
By taking root cause analysis seriously and reviewing regularly amongst the management team, we have been able to drive out gremlins and avoid the repeat errors which customers find irritating.
Better never stops however and our process of listening and continual improvement gives us confidence that the next customer survey will show how much difference the changes we are making have really made.
I would like to express how helpful and friendly the employees at 9 have been during this transition.
Bridget, Paul Riches Skips
The resolution to my problem was very quick and dealt with in a very friendly and efficient manner.
Steve, Knight Brothers Ltd
The problem was resolved in a matter of minutes. I wasn't expecting that. I'm very impressed.
Sally, Forton Medical Centre
Mary is absolutely fantastic, an asset to your company. She has assisted me with numerous installations for our company - polite, charming and very efficient.
Darren, Roderick Charles LTD