All State Van Lines Relocation is a moving brokerage firm based in Margate, Fla., that coordinates residential and corporate moves and relocations nationwide. In the following interview with Oceans2003, All State Van Lines Relocation explains the centrality of good customer service.
Oceans2003: Why is customer service so important to your company?
All State Van Lines Relocation: We’re not just about attracting customers; All State Van Lines Relocation is about leaving customers happy and satisfied. There is a positive correlation in our industry between good customer service and strong revenues.
Oceans2003: Can you elaborate?
All State Van Lines Relocation: A customer service representative will usually be the first encounter a customer has with a company. As the saying goes, first impressions matter. A disappointing initial experience is often the easiest way to lose a potential customer before you’ve even gotten the business.
Oceans2003: That is certainly true. Why else is it so important?
All State Van Lines Relocation: Customer service is often the quickest way a company can differentiate itself from other companies. We train All State Van Lines Relocation customer service reps to be so memorably friendly and efficient on the phone or in person that our company immediately stands out.
Oceans2003: And if they don’t?
All State Van Lines Relocation: Well, that’s bad news for a company because negative publicity travels fast. We get a tremendous amount of referral business as customers tell their friends how well they were treated at All State Van Lines Relocation. You just can’t buy that kind of publicity.
Oceans2003: How about after the sale?
All State Van Lines Relocation: That’s another reason All State Van Lines Relocation is committed to outstanding customer service. Consumers can take their complaints to the Better Business Bureau if they are dissatisfied and their problem isn’t solved quickly and politely.
Oceans2003: What are the core traits a good customer service representative will possess?
All State Van Lines Relocation: The first two are patience and attentiveness, patience in listening to a customer’s requests or complaints, even if you’ve heard them a hundred times before that day, and attentiveness to exactly what the customer is saying. All State Van Lines Relocation recognizes that each customer’s needs are unique and important.
Oceans2003: What else?
All State Van Lines Relocation: Clear communication skills are a must. The ability to speak clearly and distinctly is one thing we look for at All State Van Lines Relocation. Not going off subject or rambling is important, too.
Oceans2003: We would expect someone to know about the product or service, wouldn’t we?
All State Van Lines Relocation: Absolutely. All State Van Lines Relocation trains its reps well in the full array of moving and relocation procedures and details. They don’t usually need to resort to asking their supervisors to get an answer.
Oceans2003: What about the psychological side of things? Do reps need to know how to read people?
All State Van Lines Relocation: They are trained to basically figure out the mood of the customer, if they are distressed, for instance. Then are trained to use positive language and be a calming presence. However, All State Van Lines Relocation has learned that the best way to deal with an upset customer is to answer his question or solve his problem, and fast.