Customer Services The Solid8 Way

Our approach to Customer Services

‘Don’t promise what you can’t deliver. Deliver anything you promise’

In today’s world, great customer service is more important than ever before. Consumers value good customer service to be almost as important as the product or service they’re purchasing. In fact, a recent study by PWC shows that consumers are willing to spend more for a good customer experience. Using an organisation to deal with queries, escalations, complaints and returns is a great way to keep your costs low, while enhancing your brand’s overall customer experience. 

Here at Solid8 we like to be the professional face of your company, building and maintaining good relationships with clients and their customers. It’s our job to keep your customers delighted with the goods and services you offer so that you, our client, can focus on your company development confident that your core customer base is on a sound Solid8 footing!

We understand how important it is to treat others the way we would like to be treated ourselves.  We are polite, calm, understanding and patient.  We listen carefully and really hear the issues customers are facing.  We are natural communicators who enjoy interacting and helping others. 

What We Do

We like to build a great relationship with customers.  They know that they can count on us and see us as their trusted advisors.  We do this by:

• Being accessible to the customer –  We answer the phone promptly and reply to emails, messages and correspondence by return.  
• Listening and HEARING any customer concerns –  We ask questions to clarify situations.  We take notes and log information to ensure continuity of customer care.
• Being honest – If we say we’ll call back, we do. Even if we do not yet have an answer or a resolution to a customer issue.  We know all too well how frustrating it is when people let you down and do not get back to you!
• Managing expectations –  Honesty prevails here – it’s better to have a customer delighted that their order has arrived earlier than expected, than for the customer to be frustrated at a late delivery (that had an over ambitious delivery date).
• Doing what we say we will do – even if that means communicating unwelcome news.  We will try to have an alternative solution to offer the customer in order to alleviate any disappointment.

We strive hard to give a positive experience to each and every one of our customers so that they feel valued and respected.

To find out more about how we can support you with our outsourced customer service support then please contact us on 01256 597 888.