Customer support is an integral part of our job. It is an extension of it. Holiday PromOnline’s most vital asset is its customers. Without them, we would not and could not exist in business. When we satisfy our customers, they not only help us grow by continuing to do business with us, but recommend us to friends and associates.
We are in business to service customer needs, and we can only do that if we know what it is our customers want. We truly listen to our customers. They let us know what they want and how we can provide good service.
We take the time to identify our customer needs by asking questions and concentrating on what the customer is really saying. We do not make assumptions - thinking we intuitively know what the customer wants.
We identify and anticipate needs. Our customers don't buy products or services. They buy good feelings and solutions to problems.
We communicate regularly so that we are aware of problems or upcoming needs.
We take time to explain how our system works and how they can benefit the maximum.
We value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, we go out of our way to make them feel comfortable.
We give more than expected. Why? Because our future lies in keeping customers happy.
How we achieve this?
• We give customers what they cannot get elsewhere
• We do follow-up and thank people even when they don't buy
• We give customers what sometimes is totally unexpected