This week is National Customer Service Week. In today’s competitive market landscape, customer service remains paramount at MGIC. In fact, as we have progressed into the new millennium of technology, the simple idea of quality customer service appears to have been lost with many companies. However, the great companies remain committed to providing great customer service. We strive to provide the best MGIC customer service experience possible and we want to share with you why we have held true to this defining principle.
Customer service starts with building relationships. As consumers, today’s economy has changed what many of us expect from a product or a customer service experience. We want to work with companies that want to work with us. Our customers look at us in the same way. This idea of teamwork to achieve a common goal is the cornerstone for building strong relationships. We understand the value of positive customer service experiences, and recognize that it takes 12 positive customer experiences to make up for one negative experience.[i] Convenience, execution, partnership and previous experience are all part of the equation. Thoughtful service solutions that take the broader perspective into consideration allow us to establish a lasting bond with our customers. To quote author, Dr. Tony Alessandra, “Being on par in terms of price and quality only gets you into the game. Service wins the game”.
Resolving Issues Quickly
Eighty-two percent of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.[ii] That is why our approach to customer service begins with the personal touch. The human-to-human connection is key to how we do business. We are not another faceless company; rather MGIC is a collection of hard-working people, just like our customers who need our help. No automated attendants directing callers or answering questions. Every call begins with a live representative thanking the caller for contacting MGIC. Our representatives dominate the details every day through knowledge and experience; averaging 15 years of experience at MGIC. Our customer service representatives hold a wealth of knowledge that helps us to troubleshoot and solve many issues on the first call.
We understand that customers and consumers are 2 times more likely to share a bad customer service experience, than they are to talk about a positive customer experience.[iii] This is why we continually strive to be better. MGIC’s customer service team is successful because we appreciate the length, width and depth of the relationship between the customer and MGIC. This gives customer service representatives the confidence to question decisions, and brings new perspectives to the management team on the broad variety of issues they handle on a daily basis. The goal of consistently wanting to improve has helped our department meet the everyday challenges from the mortgage industry.
Our goal has always been to accurately solve your issue as quickly as possible and with the most integrity of any mortgage insurance company in the industry. Each day at MGIC is viewed as a new opportunity to retain and support our current customers, while creating bonds with new ones, all through positive experiences.
How do you measure the value of customer service at your company? I would love to hear your thoughts, please share in the comments below.
[iii] http://about.americanexpress.com/news/docs/2012x/axp_2012gcsb_us.pdfTags: Customer Service, Mortgage Industry, Mortgage Insurance, Servicing