TIE Magazine #4: Customer Service: It's all about the People

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Global customer satisfaction
Without customers there is no business. Therefore customer satisfaction and customer support are key items at TIE Kinetix. An interview with Natascha Heijboer-Reijgers and Jeanne Hentges

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TIE Magazine #4: Customer Service: It's all about the People

  1. 1. Author Suzanne Glorie ~ Photography Remco Baars, Leah Oliver Global customer satisfaction It’s all About Without customers there is no business. Therefore customer satisfaction and customer support are key items at TIE Kinetix. An interview with Natascha Heijboer-Reijgers and Jeanne Hentges. How do you measure customer satisfaction at TIE Commerce goes the Extra Mile to help its TIE Kinetix? Customers. I have always been satisfied with their Natascha: We regularly do customer satisfaction support surveys, even weekly, and keep a very close watch on how we are doing. American International Industries
 Gerry and Jake are Do you see changes in support needs? great to work with. I wish Natascha: Customers all support was as good like personal contact, now more than ever. as TIE Commerce They want to speak to someone that knows THK Rhythm their specific situation. That’s why we do not North America Co. Ltd operate as a call center. All our support engineers know the customers, understand their business and are able to directly come up Do TIE Kinetix employees embrace this with solutions. Our customer satisfaction philosophy? surveys show that our Jeanne: Absolutely. All our employees customers really value live and breath customer service and as that. Although we do management we stimulate and award work with first and service oriented behavior. We yearly give second line support, out a customer support award to the they are all TIE Kinetix Natascha Heijboer-Reijgers employee who’s proven to go the extra employees that operate Business Unit Manager mile to make our customers happy. as one team to deliverP16 ~ 2012 ~ TIE
  2. 2. TOTAL INTEGRATED E-COMMERCEthe People What are the key strengths problem they can’t solve. of TIE Kinetix’ support Natascha: Don’t forget services? teamwork, our customers Jeanne: The length of time can count on over 70 years to contact a customer after of experience, across our they report an issue, international support teams. knowledge of our products, They share knowledge, and the interaction with the support and educate each support technician are other. That’s why a definite strengths. Most of customer will usually not our support engineers have notice when they are Jeanne Hentges been with the company for speaking to a junior support VP Business to many years and there’s not a engineer. Business Operationsthe best possible I was directly Always the right answer,customer service.Jeanne: Of course there put in touch with always the first timeare other trends like the 2nd and 3rd lineneed for online help support, even before Polk Audiofunctionality andextended support. It goes the service callwithout saying that wecontinuously improve was generated!and grow our services in Within 24 hoursorder to fully meet ourcustomer’s needs. We my problem was Those are extraordinary results,have the advantage of completely solved. how do you explain that?having highly Jeanne: It is all about the people. Aknowledgeable and You draw the personal approach, knowledgeable,experienced support conclusion... professional and a helpful support staffstaff on 2 continents. that listens and provides real solutions.We go as far as 24/7 Natascha: If a customer is unhappy,support if required. which can happen occasionally, weThe survey results are immediately take action, we will notextraordinary, with rest until we have come up with anscores between 90 and acceptable solution and a happyeven 100% customer customer! We’ll let the customerssatisfaction. Mediq speak for themselves. TIE ~ 2012 ~ P17

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