Our Customer Service superstar is up at dawn to make the most of her day, so when she gets to the office it’s all hands on deck ensuring all messages and phone calls are answered. If you’ve rung Ecostar with a query, chances are it will be the lovely Karen on the line!
What’s the first thing you do when you get into the office?
When I first get in i check the messages and see if there was any service requirements. Once I do this I ring the customer back straight away to see when we can book them in to to have their service issue attended to.
Would the customer have to provide evidence of the issue?
We like them to, to help with efficiency. Once I understand what the issue is, I may ask for a picture to be emailed to me so that i can see if we already have that part in stock or if it is one that needs to be ordered in.
How long until someone will come to a customer’s house once they have lodged a service issue?
We always try to sort out any sort of service requirement by getting an in-home appointment booked either on that day or the very next day, although this is dependant if the part is in stock. If we have to order the part, we will fix the issue with the new part within seven days. Although If it’s an emergency, we will sort the issue within 24 hours.
You must get an array of phone calls though?
Yeah definitely. I suppose i’m the customer’s first point of contact, so when they ring with their query I make sure that I forward them to the right department if I am unable to help.
Are you also the go-to for after sales support?
Yeah that’s really what my job is, to make sure that the customer knows that they can come to us if there’s any sort of issue whatsoever or if they need something, even if it’s down to some spare keys or they’ve lost their guarantee.
Then once you’re home from the office, how do you like to unwind?
Probably by doing the chores! I actually find them quite relaxing, is that bad?! If the house is clean, then there’s nothing better than lying on the couch with a book and wine in hand or inviting some friends over for dinner.