Enrollment

The enrollment process is a very important time during each sale. The process of enrolling each customer needs to be a stress free experience. The main struggle with enrollment is trying to move quickly through the process, without rushing the customer, while maintaining accuracy with information. Once the customer is enrolled and has become a customer then we take additional steps to ensure the customer remains happy, and will be satisfied for the future. Our CSR are equipped with leading edge CRM programs to ensure quick and easy enrollment.

Welcome Calls for New Customers

Customers will form their opinions of a company by the way they are treated. The welcoming process for new customers is the most important of all, because it is during this time that they will form their first opinion of the company based on their personal experience. We understand the importance of this and train our CSR to greet every customer in a manner which reflects positively on our company, while maintaining a high level of professionalism, and interest in the customer. We greet every customer with their future with our company in mind.

Customer Assistance – Product/Service Inquiries; Updating Customer Info

Assisting customers with issues which arise ensures that the customers remain happy and continue to use the products and services of our company. Our CSR are always happy to assist any issues which may arise from customers. They information available to our representatives ensure that they are very knowledgeable, and are in a position to solve problems that customers have in a timely and easy manner. Every time a customer calls our representative they have access to all information pertaining to the customer’s products and services. They also have the ability to add information to the CRM if the customer has a reoccurring problem which can assist other agents in the future.

Customer Complaints

Dealing with customer complaints lets customers know that you care about them. Understanding and interest are key addressing customer complaints. Agents are taught to deal with customer’s problems and separating the problems from the customer’s behavior and stress. Management at different levels are taught to address different sorts of complaints. Having a system of this caliber ensures that all complaints are address and solved according to their severity. Records of customer complaints are store, and can be accessed if needed.

Storage of Customers' Information and Contact Histories

State of the art CRMs designed specifically for each program ensure that every customer’s information and history with the company is accessible quickly and easily to the correct people. Our CRM are industry leading and contain different information assessable to different levels of management. Reports are easily created to show patterns within each individual project. This helps asses what is working and what can be worked on to create the best program possible. It is important to have access to each individual customer’s information because this allows us to keep every customer satisfied. By satisfying each individual customer we can keep every project running smoothly.

Cancellation & Refunds

Cancellations’ and refunds are typically a direct result of misunderstanding or communication between CSR and customers. Understanding is ensured by selecting fluent speaking and well educated CSR. Our highly trained and educated staff undergoes rigorous training and testing to ensure that they are qualified to sell and completely understand every deal. By doing this we are able to reduce the number of cancellations and refunds that need to be given back to the customers. Our staff is also highly trained in conflict resolution which may solve any issues may arise, eliminating the need for a refund or cancellation.

Charge Backs

Charge backs are never something you want to hear about within a company regardless of the reason.  At Norbell our CSR are trained to suspect fraud and try and eliminate it using sophisticated software when entering billing information. Our staff is quick to act and helpful when providing a customer chargeback. Once the money is returned we will understand the cause of the problem, fix it, and then try to make the sale properly.