About a month ago, I had an awful experience when I tried to call and change my satellite TV service. The funny thing is, the plan I was switching to would have made the company more money! Needless to say, they lost that opportunity through poor customer service. Haven’t we all had those poor customer service experiences? Anxious. Nervous. Stressed. Exhausted. Angry. Frustrated.
Here at The HON Company, we want you to feel satisfied, comfortable, and confident in the assistance you receive. We pride ourselves on the fact that our members go through an intensive training process that allows us to properly assist every customer. We strive to be easy to do business with, and our Customer Support training process allows our members to learn and live this philosophy.
The training process begins with classroom training. Starting day one, our members are immersed not only in Customer Support processes, but also The HON Company culture and values. They learn about the history of our organization, tour production and warehouse facilities, and get hands-on experience with our products. Members in Customer Support are given access to every available resource, in order to be prepared for the stream of questions and inquiries they experience on a daily basis. In addition to classroom training, they gain insight on other functional areas of HON and get real-world exposure to customer requests through phone and email shadowing.
New members on our Customer Support team receive input from our experienced members, train diligently on our applications, and are given in-depth scenarios to apply processes to situations they may encounter. As a department, we recognize how difficult it can be to manage customer requests—but we also know how important customer satisfaction is to our business. In fact, every member of our leadership team was once a front line member who managed customer inquiries.
Of course, we cannot prepare for every single situation. However, through our training process, our Customer Support members gain the knowledge to be able to find an answer that may not be readily available. There may be occasions where a customer has to be placed on hold or followed up with, but our goal is to strive for a first contact resolution. As a team, we know that it is important for our members to be able to find resolution as quickly as possible for customers. After all, without good customer support, there would be no customers…and without customers, there would be no HON!
Everyone has had a negative experience when contacting customer support—we aim to make sure this never happens when you contact HON. We want our customers feel confident the answers they receive are accurate. Regardless of whether your question is as simple as “What’s my ship date” or more challenging like “How do I specify an electrical set up with my systems order?”, you can be sure that HON Customer Support will give you the best possible customer service experience.