FRESH PERSPECTIVE FRIDAY: CUSTOMER SERVICE DEPARTMENT SPOTLIGHT
Welcome to our new installment, Fresh Perspective Fridays. FPF will serve as a vehicle for us to bring you inside the doors of Rymax – where you can better get to know our people, our culture, our philosophies and values.
This week, we bring you inside the walls of our customer relations department.
Today’s online shopping trend continues to grow, and why wouldn’t it? Buying online is convenient, the options are endless and you get to avoid the long lines and crowds often found at the mall. With all these perks, it’s easy to disregard the downside that sometimes comes with purchasing online: shipping and handling issues, extensive wait times, the incorrect item being shipped or you ordering the wrong item. We here at Rymax know all the concerns that come with making purchases online.
After all, we’re customers too.
We also understand that sinking feeling in your stomach when you realize you have to call the customer service center to resolve an issue with your order.
How many times have you dialed a customer service number and been answered by an automated voice who just keeps routing you around an endless maze of menu options. Several (what feels like) centuries later, you finally get someone on the phone who is supposedly able to help you… but they’re sitting thousands of miles away, off the coast of the United States with a pre-written script and limited resources to resolve your problem.
Press 1 if you’re sick of it.
We are too.
We get it. We understand the frustrations, the anxiety and the aggravation. So we created a model that eliminates such headaches.
We’re committed to providing our customers with an exceptional experience, from beginning to end. That’s why we facilitate 100% of shipping through our own in-house fulfillment centers, ensuring that rewards are delivered safely and on time.
In the event something does not go according to plan, our U.S-based, in-house call center is staffed with enthusiastic, well-informed and caring representatives that are there to quickly and efficiently respond to any questions or concerns you may have. Not only can they provide up-to-the-minute status updates on orders, but each representative is armed with extensive product and brand expertise. With a knowledgeable Customer Relations Team, your participants are able to receive more information and insight into their product options from trained professionals.
Our Customer Service representatives hold an extremely important role here at Rymax as they speak directly with our end-users and are responsible for making sure program participants have a positive rewards redemption experience, keeping them engaged. We handle all requests in a timely manner, following up with all customers within 24 hours. When customers call, they are not prompted through an automated menu of options, but rather connected with a live representative ready to assist them. Not only does our customer service team provide assistance on the phone, but they also respond to all emails before the end of each day. This provides assurances to the customers, letting them know their inquiry is being actively worked on.
As we’ve mentioned before, at Rymax, we practice what we preach. So we’ve developed our own employee engagement program to keep our customer service representatives engaged and be rewarded for their hard work. Our Customer Service Manager does a great job carrying out our program and keeping each team member motivated. Through friendly competition, each representative is able to “compete” for points and can use them to redeem for aspirational gifts. This extra incentive encourages the customer service representatives daily, inspires their continued commitment and maximizes success within the team!
Rymax remains committed to providing award-winning, world-class services with the highest level of quality control, customer service and fulfillment. As the world’s premier full-service loyalty marketing provider, Rymax is an all-encompassing resource for loyalty marketing within the corporate marketplace.