Customer Care Services
Every contact you have with a customer is an opportunity to build upon that relationship. At the center of a successful customer care strategy is the need to add value each time these communications occur. An effective customer care model can actually decrease your reliance on customer acquisition and grow your business in a more efficient fashion.
Optimizing each customer contact is the key. A well-handled complaint can actually become a positive experience in the eyes of the customer; an inquiry for information can be converted into a sale; and an account question can be an opportunity to add valuable information to your database.
MCCS focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts. We have customer care experience spanning virtually all industries and applications. A brief sample of this experience includes:
- Repeat purchases
- Change of personal details
- Complaint and issue resolution
- Billing information
- Thank-you calls or other client-initiated information calls
- Loyalty clubs
- Investor account inquiries
- Government information
- Dealer location calls
- Insurance claim processing
- Fraud detection/prevention calls
- Requests for maintenance support
MCCS handles multiple courtesy call and relationship management projects, each tailored to meet the unique and dynamic needs of each client. Courtesy calls offer a great way to confirm appointments, evaluate a recent customer experience, remind customers that a payment is due, or as a follow-up to ensure that customers are satisfied with their products or services. A “loyalty” call is another type of courtesy call whereby customers are contacted to notify them of special programs like sales and special marketing programs or events, or to celebrate their birthday or membership anniversary. Another common courtesy call category is “welcome” calls, where a company reaches out to strengthen rapport with new customers in an effort to ensure long-term allegiance to their brand.
Customer care was once seen as a cost center – an expensive but inevitable overhead. MCCS is changing this with customer care offerings that actually deliver tangible benefits in the form of stronger relationships, increased sales and extension of the lifetime value of your customers. We achieve results by developing a team that is expertly trained, motivated and has a genuine ability to connect with your customers.
MCCS offers a proactive way for businesses to reach out to their customers, reinforcing customer value while building customer satisfaction and brand loyalty.