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  3 Point Customer Relations: Knowing the difference between Service and Support-
We call it...3PCS.

Patience Perspective Positivity

Point #1: Fortunately Tonertown is built so that we can over-see the entire operation. Tonertown inkjet and toner cartridges recruit professionals and outsource tasks, but there is one thing the founders of Tonertown like to stick to as long as the size of the business allows us to do, and this is customer service. Tonertown started, because we pride ourselves in being recognized experts in our field. Therefore, we like to give the best of our ability to the customers, so it is not uncommon for the founders to handle the initial enquiries, setting up the project, and ensuring that all goes well until the service delivery and through follow-up.

 

Concern Care Clarity

Point #2: Here at Tonertown we get that customer service could really make or break your business since not all customers, as well, are automatically getting your instructions and advices and sometimes you as the customer support personnel doesn’t have enough capability to explain things easily or you explaining things the best as you could but the customer doesn’t want to listen even if he/she needed your advice. This really is one big challenge as we drive home patience, concern and sensibility and knowing when support transfers to service.

 

Sensibility Solution Satisfaction

Point #3: The customer is always right” theory is the best way to go, even when the customer is wrong. I am not sure we know of any establishment or business that has flourished without great customer service. It’s an absolute must. Afterall we solicited the relationship therefore it is ours (our responsibility) to preserve it. Seriously, good FAQ’s are well worthwhile. I am sure most problems are common ones. But sometimes people do get fed up filling in forms on a computer and I do wonder a more personal approach, since the business model allows it, reaps dividends.

 

Motto: Breaking the chains... "As much as possible, I try to be the point of contact all the way. Fortunately it is easy because we have a solid handful, of larger contracts, so I can give each of them special attention. I would just feel bad advertising 15 years of experience on the site and have a new hire in training handle customer requests.

Having said that, I do work with people who just enter the field, but they work with me when it comes to customer support. Also, given the our select number of my clients, once we start negotiating a relationship, they get to own my cell number with the permission to call any time. This customer service strategy is very successful, I think it has contributed a great deal to our clients satisfaction."

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1441 Superior Avenue, Newport Beach, CA 92663
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