Press Release for Customer Care Plus

NEW “REAL TIME, CUSTOMER FEEDBACK” MANAGEMENT SYSTEM Do you know what your customers like about your business and what they dislike? Do you know how your business compares to other contractors around the country in customer satisfaction? Do you know when one of your customers is unhappy with your service and is about to defect to a competitor? Statistics show that for every complaint received, the average business has another 26 customers with problems, at least six of which are serious. 96% of customers who’ve had a bad service experience don’t report it, and 91% of those unhappy customers don’t come back. So how do you reduce the number of customer leaving your business? A real-time customer satisfaction management program that monitors your customer’s experiences is a must. In today’s world of instant communication and social media, the traditional methods of follow-up post cards are too slow in providing feedback and outbound phone calls have become too intrusive. An automated web based or toll-free phone survey system is the solution.

Customer Care Plus is just such a system and was introduced by the Training Source at the recent Comfortech show, winning the 2009 Showcase Award. The Training Source, a training and consulting company that offers training and business services for contractors has partnered with Mindshare Technologies to develop the first of it’s kind, real-time customer experience measurement system. “Without having to make phone calls, mail out surveys, collect data or rely on technicians to hand out surveys, our system allows a contractor to get immediate feedback on the customers satisfaction with your service or installation”, says Frank Besednjak, President and CEO of The Training Source. According to Besednjak, the program is very similar to the system used in many restaurants and hotels whereby there is an incentive driven response requested from the customer. The customer has an option to go to a website or call a toll-free number and in about three minutes, respond to several questions on their experience with the customer service rep, the technician, contractor or installer. Within seconds, the contractor will have the survey results online. Exceptionally low scoring surveys trigger an alert and an email is sent to the service manager for immediate follow-up with the customers, before they can defect. Customers who have problems and complain or complete a survey are giving you a chance to keep their business. Surveys show that you can win back between 54% and 70% of these unhappy customers by resolving their complaints well and promptly. The contractor has the option of looking at customer data by location, by technician and by specific questions.

“What’s really great about this system is that you’re now able to identify key training areas simply based on the type of responses you get to each question. We even have a question that asks if the service technician explained the benefits of other services and products available to the customer. This allows the manager to know if his people are promoting service plans, or accessories. Once you’ve established some history, you’ll also be able to compare your statistics with the national averages” says Frank Besednjak.

You can see a demonstration of the system by visiting http://www.customercareplus.com/ or calling 1-800-691-0048 to experience the survey over the phone. When prompted, please enter location code 0000 and then technician code 001. To view a sample of the reports that are available, please visit http://www.mshare.net/. At the top right of the screen, click on the customer login button. Enter user name: demo.user@customercareplus.com and the password is: Password. From the landing page, you can visit our tutorials on the left side of the screen that teaches you about the interface and how to generate the different reports. On any report, the magnifying glass on the right expands the survey results on each record and the exclamation point lets you listen to audio recordings or text files of the customers comments. There is data for only one location and three techs in the system. You can filter on tech 001, 002, 003 or all techs combined. The Training Source will also offer options for ongoing consulting and customer service training to ensure that the customer experiences that the contractor provides keep improving.

Besednjak commented: “I have spent over twenty-five years in customer service management and have been totally dedicated to improving the profitability and professionalism of the contracting industry to a level equal above other professionals. We can now determine why we have callbacks, how we answer the phone, if we arrived on time, if the technician was pleasant and friendly and much more. With the Customer Care Plus system, you now have the tools available to make it happen!” For additional information go to http://www.customercareplus.net/ or call Frank Besednjak at 888-538-5383.