Prioritizing Customer Experience: How Kitchen Magic Exceeds Expectations PART 2
Contact Center: Humans Only!
At Kitchen Magic, the customer journey starts long before the first cabinet is installed. It starts with a phone call or an online inquiry. The customer's needs, concerns, and questions are heard by our dedicated contact center, NOT an automated system. Our contact center is the foundation of our customer experience, and the initial call often sets the tone for the entire remodeling process, so our contact center representatives are trained to provide accurate, helpful, and clear information.
They are not just appointment setters; they are knowledgeable, friendly professionals who are specially trained to provide helpful information about the services Kitchen Magic offers. They listen to initial remodeling goals, answer basic questions, and help guide the customer toward the next step in the remodeling process.
In addition to setting appointments, the contact center also receives calls to help customers with questions or scheduling adjustments. They are the liaison between customers and other departments within Kitchen Magic, directing inquiries to the appropriate teams to keep each project moving forward. Their commitment to responsiveness and clear communication ensures that no question or concern goes unanswered, which reinforces our focus on customer experience from the very start of their experience.
Our Contact Center Manager, Shawn Kranich and Allison O., our Contact Center Team Lead say for our customers, "Our Contact Center is, most times, your first point of contact with Kitchen Magic. Our mission is to help you at the beginning stage of the journey of your remodel. Our team strives to provide a one-of-a-kind customer experience with live agents available to help you six days a week. As with everything at Kitchen Magic, we take great pride in putting our customers first and offering multiple ways to help schedule a designer to visit your home and provide you a free design consultation. Our goal is to make your experience as smooth as possible help add a little magic to your home!
Our goal as a department is to get in contact with leads via the most convenient way for them. Whether that be through a phone call, text, or email. Once we are able to get in contact with our lead, we set quality appointments for our designers to go to. Our focus continues to be on quality first. We want to give our customers as well as our designers the best experience possible. We accomplish this by asking the right questions before setting the appointment to prequalify our leads as much as possible. This ensures that when our representative goes to the customers home, we can address their concerns and accomplish what they are looking to have done with their project. Customer interaction is most important for our department. We are the first point of contact in the remodeling process and once we connect with a customer, we are truly able to get the ball rolling on their home improvement project. This interaction can be with them replying to a text, answering a phone call, or even filling out a self-set form through our website."
What's To Come
Next week, we're talking In-House Cabinet Manufacturing! You might be wondering, "How would the manufacturing department contribute to the customer experience?" It's true, the team who works tirelessly in our shop creating beautiful cabinetry do not typically deal with customers directly. But tune in next week to find out how their hard work adds a crucial layer to the customer experience at Kitchen Magic!