Part of my role here at Coinadrink is manning our social media platforms and last week I noticed something that really caught my attention. One of our followers tweeted that this week was National Customer Service Week, an element of our business that we really believe sets us apart from the competition. Of course, then, I just had to get us on board with the trend. 99% of our customers say that they would recommend us, which says it all…
Service that exceeds customer expectations.
It goes without saying that providing a solid level of customer service is vital and it can make or break a company. The thing is, we go beyond that ‘solid’ level. I’ve been at Coinadrink for nearly two years now, and the lengths that we go to never ceases to amaze me. We consistently push the boundaries of what’s possible for our customers and we endeavour to ensure that all of our employees hold the same values in customer service. Only then can we provide our customers with a better experience.
When we say we can make vending work for your business, we mean it, and it goes beyond using our knowledge and experience to make our initial recommendations. Customer service often extends to aspects that you can’t see and there’s certainly a lot that goes on behind the scenes here. I should know, because I’ve seen it first-hand.
Service is often what you can’t see…
We believe that there is no limit to the potential of our staff and each and every person is placed on a continual training plan that is closely monitored. We only send engineers and operators to your machine if they have the required experience, in order to help ensure of a first time fix. Anyone can request further training even if it hasn’t been identified that they need it, emphasising that everyone connected to Coinadrink goes the extra mile.
Our IT team developed bespoke software that has been tuned to the way we operate. Our Customer Related Management System organises our customer care calls, which stem from our dedicated customer care team, though it is CIPS that really enables you to enjoy the benefits of vending in the workplace. Standing for ‘Continuous Improvement of Performance’ (you’re smarter than me if you knew that already…), helps us to be proactive rather than reactive in the eyes of customer service.
In short, CIPS helps us to identify any interruption to your service and take the appropriate steps to put it right. Issues may even be highlighted before the customer knows about them, and could identify whether an employee needs extra training, support or possibly even a manufacturer error. Everything is reported back to us in real time and discussed at the weekly quality meetings, so you can be sure that your vending experience is as hassle free as possible.
More than just a vending company.
Whilst we have never claimed to be the cheapest vending operator out there, we believe that you cannot put a price on quality and holding the ISO 9001 accreditation shows that our efforts are consistently recognised. You may think of vending as hot drinks, snacks or food, but what makes it a success is a lot, lot more.
That’s why we have always considered ourselves to be ‘more’ than just a vending company…