From XU Magazine, 
Issue 29

Let’s talk about customer service

Life has become so busy that we are trying to squeeze more into our working day and waiting for a response to an email query can add extra stress. Sometimes with email responses it is not uncommon to find there is no answer to your specific question but instead you have been directed to a help article or the company’s FAQ page to sift through for an answer to your query adding even more stress, frustration and taking up valuable time.

Customers expect to be treated with respect by a knowledgeable subject expert who understands and meets their needs and requirements at all stages of their transaction. Over time ‘good customer service’ has become a buzz phrase used by companies to emotionally connect with their customer base. What does that really mean, is it hard to achieve and should we be aiming for just good customer service or raise the bar to excellent?

Many of us feel more compelled to share an unsatisfactory customer service experience we have experienced rather than share our excellent customer service ones. A bad service experience from a company can be long remembered and the good service you once received easily forgotten.

At CloudPayroll and iPayroll we understand our customers are individuals with varying requirements and we pride ourselves on adding value by helping all customers effectively and efficiently in the manner that best suits them i.e. over the phone or via email.

With payroll queries, often there is a high level of urgency for answers. We understand the need for urgency as you may need to close the pay run the same day the question arises. We will never direct you to our FAQ or help pages to find an answer, although we do have both if this is your preferred research method. Our dedicated support teams are subject matter experts, who are a phone call or an email away, for your questions – frequent or otherwise.

When CloudPayroll and iPayroll receive a request for a free demo, we set up a personalised one to ensure it matches your business requirements. We also set a convenient time over the phone, zoom or in person for the demo giving you the opportunity to ask questions on the spot.

CloudPayroll and iPayroll take customer service seriously as we value our relationship. We pride ourselves on delivering an excellent customer service experience throughout all interactions from the Implementation Team setting up your organisation through to the free ongoing support provided by our expert, friendly and knowledgeable Support Team who are just a phone call or email away should you need them. 

Why leave it there?

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