FCF values each and every one of their customers, no matter the size. With this in mind, and their ultimate goal of being number 1 in the fire safety compliance industry, they want to ensure that they deliver the absolute best service, providing positive experiences and solutions that meet the customer's needs.
To determine how users can be different to their competitors and ensure the customers know that they mean business when they say that ‘they provide the best customer service in the industry', they had to do some investigating.
To provide the best service in the industry collectively as a team across all their locations, they had to review the way the customers interact with FCF, how their own team members interact with each other, how they interact with customers and review the call handling performance data over a period of time.
FCF team members
From this, they realize that they cannot have their phones answered by people that are unable help their customers on the first point of contact. All the customers want, is service and solutions as quickly as possible.
This resulted in the removal of third-party call centers and the launch of FCF's new Customer Service Hub
This resulted in the removal of third-party call centers and the launch of FCF's new Customer Service Hub, which is staffed completely by FCF team members.
The Customer Service Hub has state of the art communications technology that links all the FCF locations together to ensure the call is not only answered, but answered by someone who is FCF through and through who can help users.
Ultimate service experience
Each and every one of the customers can have the confidence that when they call FCF, they will receive the ultimate service experience. Having the call answered by professional, customer service orientated and knowledgeable team members, that are tasked with ensuring their needs are met.
Customers can call 1300 323 753 to reach their Customer Service Hub Professionals. Their Customer Service Professionals have direct access to all the FCF locations and can handle calls accordingly to ensure the enquiry is actioned or users get to the right person who can assist.
Knowledgeable team members
Their Customer Service Hub Professionals also handle all web enquiries and orders from the websites below, ensuring users always get consistent service and answers quickly.
They have even put a Chat Box on their website to ensure users can speak to one of the team members within the Customer Service Hub, if users are not quite sure what they're after or have a question. They are here to help.
Customer onboarding program
Lastly, but importantly, they have revamped their customer onboarding program. All new customers going forward will receive a Welcome Email, designed to provide all the necessary information of their new customers need to know about the business, including hours of operation, after-hours call procedures, local FCF contact details, a checklist to assist with a smooth transition from a previous service provider to FCF and login details to the FCF Customer Portal.
As they said, they want to provide the ultimate customer experience and having the Customer Service Hub assisting with calls, having direct access to local offices, centralizing online support and being focused on customer service is definitely a positive step in the right direction. They hope all of their customers appreciate and enjoy the change. They look forward to hearing from users!
