Customer Advocacy and Redeemers Group
The Redeemers Group recently created a Customer Advocate position to ensure that our Customer Care Department is continuing to redefine our industry.
Here’s a brief rundown of the customer advocacy at Redeemers Group:
What is it?
Customer advocacy is important in all aspects of our work at Redeemers, but we now have a specific person that ensures that the customer has a remarkable experience.
How do we advocate?
First thing, we listen! We ensure that we have will listen our customers and guide them through the home repair process.
Now, meet our Customer Advocate, Bobbi Jo.
1. What does customer advocacy mean to you?
BobbiJo: It means truly wanting to hear and help issues customers have. Going the distance to make sure their voices are heard within the company. Making sure they know that they are not just a paycheck, we care about them.
2. What are some ways that Redeemers is different from other companies in relation to its customer service?
BobbiJo: As an advocate, I do not just hear complaints. I also work to form and keep a relationship with the customers. From handwritten thank you notes, birthday cards, and even sending flowers to a customer who had a death in the family. We strive to make sure our customers know that we care about them and we are thankful for being a part of their lives in some way. I am not sure of too many companies that make that much of an effort to shout "HEY! WE APPRECIATE YOU!"
3. In your opinion, what should customers expect from our customer advocacy efforts?
BobbiJo: They should expect that I am listening to them. I want nothing more than to help. Making our customers happy makes me happy. I find so much purpose in helping others. So expect that I am going to give my best efforts and push myself to make sure customers are happy and comfortable.
4. Have you ever been a customer in need of an advocate? How did it make you feel?
Every time I call a company with an issue and have to talk to recordings, I have needed an advocate.
Every time I speak to a representative and have to repeat over and over my concerns like no one is listening, I have needed an advocate.
When I get the courage to tell someone "Hey, I am struggling in life right now, can you please just be sympathetic for a moment?" only to realize I am only a number or check, I have needed an advocate.
It is frustrating and sad when people who are supposed to help just do not care. That's why I love my job, I get to show people I CARE! At Redeemers Group, we care and we want you to know that.
5. One final thought?
BobbiJo: Home repairs are scary and expensive. Having an advocate who wants to help you in any way possible makes these scary moments a little less frightening.
Customer advocacy is another way Redeemers Group is working to make the customer experience remarkable.