Web Design Blog : Toolkit Websites

Web Design Blog

We Hate Bad Customer Service!

We don't know about you, but the Toolkit Team hate bad customer service. There's nothing worse when you're trying to get a problem sorted. Reviewing our experiences of other companies, we've put together a list of things that really get us riled:

1. When someone doesn't give you their full attention.

Kitty, one of our project managers, hates it when you're out shopping and the shop assistants carry on their conversation whilst they serve you. How rude! In fact, she dislikes this so intensely that she's made sure we stick to our appointments system in the office to ensure our clients get our undivided attention when we call them, or they call us.

2. When you get transferred and have to explain yourself over and over to each new person on the phone.

We've all experienced being in a queue on the phone, or being passed from one department to another as no one seems to quite know how to deal with your query, but doesn't want to admit it. It's inefficient, and time consuming and boring. We've tried to work on this for our clients by being as transparent as possible. If the person who answers your call can't help you with your query directly, we'll tell you honestly, and then go and find the person who can. If they're not around, we'll make sure they know you called. In fact, that's why if you're a Toolkit Websites client, you might have noticed that we sometimes ask to put you on hold more than on calls to other clients. Our support team is probably running round the office or instant messaging your project manager to make sure they give you the most up to date information.

3. Being a number, not a name.

It's really important to Alex, our senior project manager that she gets to know the clients she's working with, because she really doesn't like it when she gets a newsletter or some direct marketing addressed to "Dear Customer" or "Dear Occupier". We get that we need to relate to you on a personal level to do a great job for your business.

So each client has their dedicated project manager like Alex to make sure there's always someone who understands your vision for your website and your business, and can keep control of the overall project.

4. Missed or delayed appointments.

Isn't it annoying when you turn up for your dentist or doctors appointment and have to wait, sometimes for hours for your slot? Or when you've waited in for a delivery and they never show up? Tristen, our Operations Manager has spent alot of time developing a system to make sure the Toolkit Websites team is always organised and on time. Our clever appointments system even emails us every morning with our calls for the day! We don't want our clients to be waiting for us.

5. Not being able to call a company

Sometimes, when you've got a query, you just want to talk to a real person. You look and look around a company website, but you just can't find a phone number and they're not getting back to your emails. It's just not on! We moved a long time ago to having a local rate number, because we actually want to hear from our clients. Some things are just easier to explain over the phone!

If you're currently working on a website, make sure you put that phone number somewhere prominent too!