Poor customer service comment
Today a contributor to this blog sent me an anonymous comment saying that we (Ufindus) were very much like the company I described in the previous post. Whilst I have no chance to examine this customers issue (if indeed it was a real customer) I can assure all our customers that we recognise that our service standards have to improve and we are all working long hard hours to make sure that happens.
Its why we are still at work at 8pm in an evening. The new customer service team based in our Lancaster centre who have not taken responsibility for full support yet are working hard to ensure that we have the systems, training and approach that will ensure we address all reasonable customers concerns.
We cant work miracles, we have 50,000 customers to deal with and not everyone will be happy with our support no matter how hard we try but at Ufindus our team are very dedicated to providing excellent levels of support.
Currently the implementation of our new QAD support system will eventually lead to a completely new way to deal with our customers and we know that people will feel the difference. Ufindus is currently working hard to fill our brand new high tech support centre with new agents who are being trained to use the new systems from day one.
In addition we have developed new channels to ensure that the Ufindus management team quickly identify any problems that are not isolated issues by highlighting patterns of concerns that are raised by our customers. In our previous systems it could be weeks before we realised a common problem was occurring and this meant hundreds of people could be affected, now we can spot trends in just a day or so.
Its why we are still at work at 8pm in an evening. The new customer service team based in our Lancaster centre who have not taken responsibility for full support yet are working hard to ensure that we have the systems, training and approach that will ensure we address all reasonable customers concerns.
We cant work miracles, we have 50,000 customers to deal with and not everyone will be happy with our support no matter how hard we try but at Ufindus our team are very dedicated to providing excellent levels of support.
Currently the implementation of our new QAD support system will eventually lead to a completely new way to deal with our customers and we know that people will feel the difference. Ufindus is currently working hard to fill our brand new high tech support centre with new agents who are being trained to use the new systems from day one.
In addition we have developed new channels to ensure that the Ufindus management team quickly identify any problems that are not isolated issues by highlighting patterns of concerns that are raised by our customers. In our previous systems it could be weeks before we realised a common problem was occurring and this meant hundreds of people could be affected, now we can spot trends in just a day or so.
posted by Stuart Forrest at
20:32
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