Don’t Gamble on Poor Customer Service

When the chips are down, Key is a winner.

Buying something online can be a bit of a gamble. And no one wants a bad service experience.

But if things do go wrong you want to feel that the person on the other end of the phone cares about the situation – you don’t want to feel like just another number.

“To help a customer you need to think like the customer” – that’s what our Customer Marketing & Communications Manager Limarah Crathorne says… and that’s why Key has just hosted a customer experience day.

Everyone in Key took part in 4 different workshops representing the customer journey. The aim? To improve our understanding of how the customer feels at ever stage of the ordering process. And there was a fun twist!

As an incentive for the best answers, we were awarded casino chips which we could bank or gamble at the end of the day – with lots of exciting prizes up for grabs (Bluetooth speakers, vouchers, wine etc).

• Excited and ready to go – our first workshop centered on the Key.co.uk website. Now I don’t know about you but if a web platform is bad – I leave. I need to be able to find what I want easily, at a good price – and the checkout service needs to be as quick as possible. That’s what the web team here at Key works on every day; they continuously test and improve the search & checkout functions to make the journey smoother. And with a new web tool coming into action soon (hush hush, top secret, but I’ll tell you about it ASAP) the website will only get better.

• On to the projects workshop. The ‘Projects’ project is designed to help the customer from start to finish. From choosing the best products, thinking about things you might not have ever thought of, quoting at the best possible price, right down to installing the goods – it’s the full package. It’s personalised, friendly and it can really take that overwhelming feeling away from bigger tasks. It’s a winner in my eyes.

•  Next up on our workshop day was the Manutan own brand product range. A big, new range of high quality, low cost products; with a 10 year guarantee! It’s a game changer for our customers, something we’re really excited about and the range is constantly expanding. Watch this space!

•  And finally a real life customer case. Keys biggest customer – a procurement giant! They deal with every house hold brand name you can think of. Insightful to say the least, they explained how Key helps them on a day-to-day basis and even gave us some useful tips on how we can improve our service in their eyes.

So at the end of the day I had 32 casino chips (but hey who’s counting?) and as I’m not much of a gambler I didn’t win any prizes.

But I did come away with a much broader understanding of how the customer can feel and how we can help, which is much more important than some wine or vouchers!

Key has a 96 percent Feefo service score, so we’re definitely doing something right. And armed with more knowledge and a deeper understanding of the customer journey; things will only get better.

I know I would never gamble on poor customer service – so why should you? Contact Key today for any of your procurement needs.