There is no ‘one size fits all’. The PCMS Customer Service policy is tailored for each of our clients.
Let us become your brand ambassadors
As a retail specialist we understand that in an increasingly multi-channel world, what we do needs to be consistent with all other consumer touch points. PCMS will build a service that reflects our customer’s ambitions by applying knowledge, technology and infrastructure. We have an established process for recruiting and retaining the right people with the right experience. There is nothing better than having people who have worked in the retail industry or have a close affinity with the products being discussed. Most importantly PCMS advisors have empathy with customers and have the skills to ask appropriate questions and accurately capture information. We also believe in creating brand ambassadors. This is achieved through regular information exchange and site visits. It is only through personal experience that customer service advisors can speak with authority and establish trust with callers.
An integrated multi-channel customer service solution for retailers:
- High quality service where the customer is always right and the advisors are empowered to “do the right thing”
- Efficient service with emphasis on a first call resolution
- A one-stop-shop where the team operates in isolation, demanding minimal in-house support
- A tactful approach where no issue is resolved until the customer confirms it
- Low cost options where the team administer the letter of the law
- A hybrid sales and customer service operation with the objective of turning customer service situations into sales opportunities
- Triage services which filters and logs the incoming queries and liaises with expert departments within the business