on Saturday.Īnother long-standing value was to put the customer first in choosing a convenient time for service. When a customer calls in to ask about an invoice, schedule a service or change an appointment, the CSC makes the change on a real-time basis in the system. Because of the Ehrlich Information System (EIS), the CSC has access to all customer information throughout the company. The CSC is not an answering service - it serves as an extension of the district office. Located at the company’s headquarters, the CSC handles any calls that come in on a district office’s lines.
To make communications more convenient for customers, Ehrlich created the Customer Service Center (CSC). Responsive also means being more accessible. The fact that people want responsive service made us feel good because we believe strongly that this is the quality of service that we already deliver,” Hammel said. “We believe that ‘The 911 of Pest Control’ sums up a professional, knowledgeable service. And, if there’s a problem, it means that we stand behind our work.”ĮNTER EHRLICH. It means that we’ll have the tools we need to do the job.
It means that we will arrive at a time that is convenient for the customer. “Responsive doesn’t just mean fast (although that is necessary in some situations). “Our focus groups told us that consumers want a company that is responsive to their needs,” said Victor Hammel, J.C.
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The challenge was how to succinctly communicate to customers that Ehrlich provided service in a way that customers did want and that they can still get good service. Ehrlich a few years ago, the company heard from people who were frus-trated with service companies that are slow to respond, don’t show up when they’re supposed to and don’t do what’s expected.
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