Kim Miess

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August 25, 2020

Customer Service Will Make You or Break You

You may have heard the famous quote by Vince Lombardi, “It takes months to find a customer…. seconds to lose one”. If you have experienced poor customer service, you may be able to relate! That’s why providing excellent Customer service is the foundation of any service department, no matter what type of business you are in.  Everything starts and ends with the level of service the customer receives. This begins with the initial contact, from the way the phone call is answered or how quickly an email reply is sent and ends when the call for service is completed. Customers  should hear a friendly, cheerful voice when they call into the office or speak to a Service Technician.  They should know they are the #1  priority and that  their business is taken seriously.  And customers should know that the Customer Service representative will do his or her very best to exceed their expectations and provide a solution to their problem. I personally like what Jerry Fritz said: “You’ll never have a product or price advantage again.  They can be easily duplicated, but a strong customer service culture can’t be copied.”   When it comes to resolving issues with electronic security systems, there may be more urgency when a customer reaches out for help. This is where providing an exceptional, positive experience and focusing on each individual customer’s needs is essential. Customers want to feel confident that their security system will be up and running as quickly as possible. Knowledgeable, experienced and empathetic Customer Service reps make all the difference in maintaining relationships. NAVCO’s customer retention rate is 99%.

Giving customers multiple options for reaching Customer Service/support for their Electronic Security System is important.  NAVCO offers customers 3 different ways to place a service call.

The customer can:

–   Call NAVCO’s Dispatch center at 1-888-906-2826

–   Send an E-mail to dispatch@navco.com, requesting service

–   Use the NAVCO Portal by going to www.navco.com and clicking on the yellow wrench at
the top of the screen.

After a service call has been placed, customers want to know what is going on!  NAVCO’s Customer Portal makes it easy to get 24/7, real-time information. Customers can sign up to access the portal, allowing them to always know what is going on with a service call or track the progress of a system installation. Customers can download reports as needed and avoid wasting valuable time on endless phone calls and emails. The NAVCO Customer Portal is available anytime, from anywhere.

NAVCO’s dispatch office is staffed with customer service agents Monday through Friday, 8am to 7pm Eastern Standard time.  To experience top notch Customer service, call 1-888-90-NAVCO.