Three Ways We Are Strengthening Our Customer Support
At the Blue Bird dealer meeting, we showed the results of the survey where we asked, you, the dealers, to provide honest feedback about how easy it is to do business with us. Although we scored well in some areas, we got some very specific feedback about how to improve.
So, it’s time to change. We’re going to focus on three key areas:
- Our processes
- Our people
- Our technology
From a process standpoint, we are adjusting how we handle all incoming inquiries with our new Customer Support group. We will have traceability and accountability internally to ensure every call is answered or returned in a timely fashion.
Our people are equally important, so we are investing in customer service training for our staff, improving coverage on the phones with a new staffing strategy, and hiring new people to handle the increased workload.
We will make all this happen through the use of technology, and plan to unveil some exciting new developments throughout 2017. We are building on a solid foundation with our Service Cloud and phone systems, which will help us measure and report where the improvements are happening or need to happen faster.
ROUSH CleanTech as an organization is committed to world-class customer service. We know that we have a long way to go to get there, but the process, people and technology changes we are implementing will get us to that point.
If you have feedback on how we’re doing or where we can improve, please call us at 800.59.ROUSH.