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Customer Service research highlights key areas of excellence for JCC... but there’s always room for improvement.
As an on-going commitment to improving customer service, JCC Lighting recently undertook a telephone survey with their wholesaler customers in the Southern region, to find out what they think of JCC and its customer service.
The feedback from customers was mixed but generally very positive - “the best by far and can rely on them to solve any problems straight away” said one customer. “Very fast response, good service, we use JCC 90% of the time and the sales department is good,” quoted another customer.
It wasn’t all positive though, with the biggest issues concerning the telephone service, including being left on hold for too long and the automated system not being very easy to use.
Recent improvements to the product returns service have proved to be successful, with customers’ commenting on how it is better and easier to use now – “Returning goods used to be bad, but has improved a lot.”
Some good suggestions were also made which the company has taken on board and aim to improve, such as the fax ordering facility and the need for more product literature.
Dave Dawkins, managing director of JCC said “We wanted to find out what our customers thought of the quality of customer service in the southern region close to our headquarters in Bognor Regis. This was a low-key anonymous survey in order to gauge general perceptions of JCC.
“I’m pleased with the feedback we’ve received, both good and not so good. JCC are committed to providing the best possible service to all of our customers. The positive comments are great to hear, but we also welcome any comments that will help us to improve our service where it’s needed and direct us to targeting specific problem areas. For example, it’s clear that we need to improve our telephone system, and this will be a priority over the next few months.”
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