Exceptional customer service tips from the best in the business.

Take it from Stuart, who has an incredible NPS score of 82%

My name is Stuart Glasspole and I work for the Techwell Inside sales team, I feel we deliver exceptional customer service, and I feel  great personal pleasure when the outcome for my customers is achieved.

Our customers are surveyed under the worldwide customer satisfaction rating Net Promoter Score (NPS). I’m sure by now you would have been asked to provide a score on a recent interaction with another business. You may even be using NPS to gain feedback from your customers.

In a typical NPS survey customers are asked “How likely are you to recommend (staff member or business name) to a colleague or friend?”. It’s a pretty simple question. But the results show much more than a 0-10 rating.

 9-10 Promoters - people who score a 9 or 10 are classed as promoters. This means they are loyal enthusiasts of your business and they will continue to buy from you and refer other people to your business on a regular basis.  

7-8 Passives - you would think a 7 or 8 would be a pretty good score out of 10. Yes, the customer may be relatively happy with the service, but giving a 7 or 8 shows that the customer is satisfied, but unenthusiastic and they are vulnerable to competitor offerings.

0-6 Detractors - unhappy customers that will proactively tell people they know (and some they don’t know so well) about the negative experience they had with you.

I’m proud to say that I have an NPS score of 82%. That means in the last 78 customers of mine that have returned surveys 67 have been promoters, 8 have been passives and there have been no detractors.

  

Over the years I believe I have earnt respect within my workgroup and with my customers for being attentive to customers needs and always following through with customers expectations. 

I go out of my way to give customers the best possible experience and treat customer as if they were my personal friends or family. I believe this has benefited me with excellent customer relations and repeat customers who will always return to me in the future.

 

Two main points for why I want to give great customer service

 Repeat business

Customers will always want to come back to me for a good experience. This is great for me, great for Techwell and great for my customers, who have one reliable contact.

 Appreciation

When customers show their appreciation, it makes me want to keep going, do more, get better and make sure they are well looked after, long into the future.

I pride myself on my customer service as I feel this is the foundation on all relationships with customers. If you want to know what it’s like to receive top notch customer service, give the team at Techwell a call.


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