Prince Sports, Inc. has launched a series of customer satisfaction initiatives that include extended customer service hours, a dealer feedback line, and quicker turnaround times for order shipments, among other enhancements.
As one of the focal points of the new Prince Sports, customer service has not only been revamped, but re-prioritized, according to George Napier, CEO of Prince.
“One of the main initiatives weve launched with the new Prince Sports, Inc. is a focus on customer satisfaction,” said Napier. “Beyond simple customer service, the new Prince customer satisfaction team will be driven to assist and delight our customers.”
This new customer satisfaction initiative will focus on communication and service. A new dealer feedback line will allow customer service representatives (CSR) to ask callers if they would like to be transferred to a system that enables them to rate their call service level and asks them to leave a comment. Additionally, the entire customer satisfaction team, including management, will make outbound calls to receive feedback from dealers.
Also, an early warning system has been developed to capture customer problems, which are reviewed regularly in order to foresee trends and quickly resolve issues. Another new communications enhancement features Prince touring professionals such as Jennifer Capriati leaving welcome messages for callers.
Service features include extended service hours (now open until 6 p.m. EST) to accommodate West Coast callers, a streamlined recording to direct caller requests quicker, direct sourcing with vendors to shorten lead times and expedite hot products, and quicker turnaround times on order shipments. Further, Prince has increased the number of its customer service representatives during lunch hours by 67% in order to reduce caller wait times.
The new Prince customer satisfaction team, led by Howard Lay, brings together the customer service, inventory planning and logistics departments, and will now work interdependently to serve customers. As a result, the department merger will create a streamlined team better equipped to keep items in stock, increase product turnaround times, and expedite customer inquiries and requests.
