Household Goods Transportation Broker Implements New Feedback Program
Colonial Van Lines Relocation Division, a moving broker based in Margate, FL, recently took some creative steps to improve its Customer Service Department.
MARGATE, Fla., March 6, 2013 /PRNewswire-iReach/ — Colonial Van Lines Relocation Division (CVLRD), a South Florida based household goods transportation broker, has taken some innovative steps to improve its Customer Service Department. The company which is based in Margate, FL, is one that uses its nationwide network of moving companies and industry professionals to help everyday people find moving help. Even though the business has been doing well, it wanted to find a way to better connect with customers and continue to give them the excellent service that they deserve.
“We know that no matter what our business will only be as successful as our employees and customers make it,” said Collette Goodman, President, CVLRD. “That was the main reason why we decided to come up with a system where we could feel the pulse of our customers and make sure our agents are performing up to par,” she added.
The system that was implemented, is an intricate one that monitors how well each of CVLRD’s moving agents are performing. How exactly does it work? Well, first customers are asked to take a survey with a series of simple yes or no questions. The survey is divided into two parts, “The Move Pickup” and “The Move Delivery” so clients can document both aspects of the relocating process. These questions were designed to find out whether pick up and delivery times were accurate, conjure up details regarding the professionalism of the moving crew and shed light on the overall customer experience of working with CVLRD.
Over time, CVLRD agents begin to generate what is known as a “Score Card”. In essence, this is the average rating each agent receives based on all of the surveys that customers take following their move. A moving agent must maintain a high score to avoid a probationary period, which could eventually lead to termination if no improvements are made.
According to Goodman, the new program is a testament to how committed CVLRD is to making its customers happy.
“Since we started using this new survey system, we’ve already seen a decrease in our complaints and an increase in customer satisfaction,” she said. “We want to continue to be a quality company and that’s why we hold our agents accountable,” she added.
For CVLRD, the program promises to be the start of a wide range of customer service initiatives that are promised for the future.
Colonial Van Lines Relocation Division is one of the leading household goods moving brokers in the industry. With years of experience, we are proud to be one of the more trusted companies in the entire business. If you are looking for moving help, our network will provide the convenience, efficiency and affordability that will only exceed your expectations. If you want us to lead you to an excellent moving company, visit ww.colonialvanlinesrelo.com.
Media Contact: Collette Goodman, Colonial Van Lines Relocation Division, 800-456-0882, firstname.lastname@example.org
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