What does customer service and support mean?
What does customer service and support mean?
Providing exemplary customer service is a key part of our company's business strategy. Customer service is important to most businesses, but truly focusing on customers' needs and experiences means going that extra mile to ensure satisfaction. That satisfaction translates to success for our customers – minimizing downtime through quick resolution.
What does customer service focus mean at RES?
It means that you will be treated with courtesy and respect, as well as empathy, understanding, and patience. We focus on consistently communicating to every customer that they are valued, and that their satisfaction is important to us.
How do we understand and approach our customers’ satisfaction?
The first step to providing excellent service lies in understanding what the customer needs. This requires active listening. Active listening may involve taking notes, or asking questions to clarify our understanding of our customers’ needs. This process of asking questions and clarifying also helps to identify needs that the customer may not even be aware they have.
Action
Once our customer's need is clear, it's time to meet that need. This could take the form of taking action on the issue, providing education, or helping the customer understand what they need to do next. Exploring all possible alternatives before suggesting the most appropriate one is essential to providing exceptional customer service.
Services
At RES we strive to provide a live voice response to every call. If we cannot get to your call because we are helping another customer, we will call you back within the hour.
Many of our customers have remote site workers who need to get up and running quickly. We are proud to provide telephone-based training specifically for the field. We can also schedule a remote site visit to facilitate on-site training. Please call our support line at 403-209-1000 to enquire.
Our hours for providing training are:
- Monday to Friday – 8 am to 5 pm
- Saturday & Sunday – 10 am to 4 pm
Additional Support for Field Workers
We can employ a remote support tool to demonstrate “how to” execute a particular task for our field customers who would benefit from being able to watch while they learn.
24/7 Support
We are available to resolve problems 24 hours a day. If your issue is not training-related (see specific times above), please call and we will do our best to return you to your work as quickly as possible.
Keeping Track
We use a comprehensive help desk tool called a CRM to enter tickets, on behalf of our customers, to ensure that we are monitoring and resolving all outstanding issues to meet our overall customer service targets.
Our support team has a genuine desire to understand a problem and resolve it to our customers’ satisfaction as quickly as possible.