Putting the “Customer” In Customer Service
Have you ever called one of your key service providers with an important issue, only to be put on hold for 10 minutes? And when you finally get a customer service rep on the phone, they don’t know the product or service, which results in the dreaded, “I’ll have to get back to you on that.”
Sadly, this is what passes for customer service in too many companies these days. Far too often, service providers resolve an issue to their satisfaction, meaning it satisfies the way they do things, but it doesn’t solve the problem for you.
At PenChecks Trust, we take a different approach. Since we first opened for business 20 years ago, we have made superior customer service an integral part of who we are and what we do. We take great pride in being creative problem solvers. And we do all we can to empower our customer service team to resolve your issues when you need them resolved.
Here are some of the keys to our success.
- Fast response. It wasn’t too long ago that “I’ll have to get back to you on that” was an acceptable answer to customer inquiries. Nowadays, if you can’t solve customer issues within 24 hours, clients may start looking for someone else who can. At PenChecks, we aim to resolve every issue while the client is on the phone. Issues that require a customized solution may take a bit longer, but solving issues in one phone call remains one of our top customer service goals.
- Thorough training. Before our service reps ever get on the phone, they undergo a rigorous training process on our products, services and technology systems. Every new service rep uses our proprietary P3 distribution processing portal as if they were a client. This includes setting up plans, scheduling distributions, making participant elections and more. By understanding how our clients use the system, our reps are better equipped to deliver superior service.
- Respect for your time. At PenChecks, we use state-of-the-art technology to ensure that calling in to our phone system is as fast and efficient as possible. Every time you call, you can quickly and easily route to a live client services representative, or go directly to a specific extension. Knowing you’ll be greeted by one of our friendly and knowledgeable staff that can help you immediately is a standard expectation we strive to fulfill. Cynthia Bennett, an administrator with Hicks Pension Services, a benefits advisory firm, put it this way, “PenChecks customer service is fast, responsive, and accessible – and it’s nice to be able to talk to a person rather than a recording.”
- Flexibility. Providing customized solutions to our clients requires technology systems with enough flexibility to handle issues outside the norm. We purposefully designed our technology systems with the ability to customize a wide array of unique solutions for our clients, ranging from sending out notices to collecting participant benefit elections, managing ESOP dividend distributions, performing participant searches, processing special distributions and more.
Going forward, we believe flexible technology systems will play an increasingly important role in delivering great customer service. That’s why all PenChecks employees who work directly with the customer have a voice in determining system upgrades and enhancements.
Perhaps most important, great customer service involves following through on our promises and commitments. When we commit to resolving an issue, you can count on us to get it done when we said we would. As Anna Guilmette of Cornerstone Group, a full benefits advisory firm, related, “We consider PenChecks a trusted partner in our business. They have an excellent client services team, and we can always count on them to do what they say they’re going to do.”
Now that’s the PenChecks way of customer service!