Quest markets itself in a different manner than most companies in the industry. Mr. Green told us, “News in south central Pennsylvania spreads like wildfire.” By this he means it spreads fairly quickly by word-of-mouth. This is a powerful tool and the geographic area Quest does most of its business in allows the company to omit marketing or advertising - with the exception of word of mouth. Aside from minimal advertising through conferences and giveaways, this is almost strictly how Quest relies on the company to be advertised. It has been working well for the past 20 years (R. Green, Personal Communication, September 6, 2017 ).
The members of Quest, as well as their owners, both take roles in advertising. If a member has a particularly …show more content…
There are three main categories in which Quest is striving to improve and grow. These categories are: Membership, Information Technology, and Clinical and Utilization (R. Green, Personal Communication, September 7, 2017). Increasing and retaining membership is being done now and will ensure that Quest is maintaining a steady revenue stream and growing consistently. They plan on increasing membership by 30,000 members through several facets. Increasing sales is the primary focus in achieving this goal. Up-selling EAP clients to Administration of Benefits and gaining members from owner mergers are an integral part in expanding membership (R. Green, Personal Communication, September 7, 2017). Retaining and increasing sales can be done though great customer service, as well.
Retaining customers is one of the most important goals that will allow Quest to continue generating revenue and this is largely done by the success of their customer service. Quest considers customer service to be a major strength and a competitive advantage they have in the industry (R. Green, Personal Communication, September 7, 2017). By maintaining high standards for the PHDs and MDs in the call center, customers will be given excellent service and obtain everything they need to be satisfied by Quest.
Quest recently hired a new care management team member to keep up with the expansion of customers through the mergers the owners have recently gone
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The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal
SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.
| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.
We need to provide excellent customer satisfaction to ensure that the customer is happy and that we can get recommendations from the work we have done. We want to continue to build up our reliable customer base from which we know approximately 60% is purely from recommendations so customer satisfaction is crucial to move forward the business.
Although you do need to stay competitive with your rate of placements, you can’t compromise on the quality of your customer service. You can’t rush your clients and candidates off the phone or ignore their emails when they have questions and concerns simply because you want to move on to the next placement. You must provide quality customer service.
I have been providing customer service since 1999. I have worked in retail, call centers, door-to-door survey, and public works. Every avenue I have provided customer service, the customer satisfaction with the services I provided was my priority. I was knee on making use the customer issue was handle with care and communication was always key in any transaction from complaints, inquires, and sale.
Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.
I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having
Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.