nuBridges' Customer Support Representatives Certified Customer Support Professionals
May 30, 2008
A company that is operating in the customer service area can definitely benefit from any classification or certification that proves that its customer service representatives are professionally trained in the area of helping customers.
nuBridges, an eBusiness software and services provider for manufacturers, wholesalers, retailers, utilities and financial services firms worldwide, is about the enjoy the fruits of such labor.
The company has announced that 100 percent of its customer support representatives are now certified Customer Support Professionals (CSP). nuBridges sought the distinction as part of its 2008 strategic plan to make its customer support service the best in the industry.
"Producing excellent products gains customers, but keeping customers long-term requires solid relationships built on service, confidence, trust and credibility," said Tycho Howle, president and CEO of nuBridges, in a Friday statement.
"We want our customers to end every support interaction with a sense that we exceeded their expectations by providing service rendered promptly, courteously and skillfully."
In April, nuBridges customer support representatives had completed coursework developed by Service Strategies Corporation to become certified CSPs.
This certification is built on the same industry-focused foundation and serves as confirmation that individuals within the organization have the skills necessary to drive and sustain significant business improvement.
To ensure continual customer service improvement, nuBridges has instituted a variety of mechanisms, including ensuring that every customer support encounter is followed up with an online customer satisfaction survey.
Customers are enticed to complete the survey with an offering of $2 donated to a charity of their choice in return for a completed survey. nuBridges collects and analyzes customer responses, and results are presented to the company’s executive management team weekly.
The company considers customer support services to be a strategic differentiator as it competes in the managed file transfer, data protection and EDI managed service markets.
Like many other companies competing in the global economy, nuBridges aims to build loyalty and increased revenues through strong customer relationships, born out of excellent customer service.
"Delivering the highest quality of customer support is of paramount importance to technology companies - especially during an economic downturn when customers strive to get the most out of existing products - and we take it very seriously," added Howle.
"Having all of our customer support representatives obtain CSP certification is an investment that sets a high standard that improves communication with customers during the support process and reduces the ‘time to resolution’ for each customer issue."
