Being in the UK Medical Health Supply business for many years, we know what it means to appreciate our consumers - be they individuals, or small, medium or large companies or organisations.
For the Professional CX team at Drug Testing Kits UK: first-class customer service translates to: "following best practices like valuing customers' time, having a pleasant attitude, providing knowledgeable and resourceful resources, and taking things a step further to exceed — rather than just meet — expectations" [1].
The 5 Ways Drug Testing Kits UK Strives to Deliver Great CX
Number 1: We Know Our Drug & Alcohol Testing Products
When it comes to product knowledge within this field, expertise is essential since drug and alcohol testing in the workplace is tied up with various mandatory rules and regulations in UK and Southern Ireland. Moreover, the tests that are used should be approved for use in these countries.
Our Drug Testing Kits UK's Customer Service Team and Health Science Advisor are always abreast of the latest technology and scientific research related drug and alcohol testing, as well as the trends of different types of illegal and abused legal drugs, and the regions across the UK and Southern Ireland, where the mass availability of specific drugs become very prevalent at different times.
In addition to the above, all Drug Testing Kit UK's CX team have detailed knowledge of our extensive range of CE approved products, including professional and home drug and alcohol testing kits, how to use them, how to troubleshoot any issues, and the categories of individuals and industries that they would be most suitable for.
Furthermore, them team is always ready to offer advice as to which small or bulk purchases would save them the most money.
On top of this, they can direct customers to specific topics and the latest referenced legal advice in the comprehensive professional guidance in the drugtesting kits.co.uk blog section.
In essence, the job of Drug Testing Kits UK, is to ensure that we go the extra mile, and that our customers get the most out of their orders, and are satisfied with getting exceptional value for their money
Number 2: Responding Quickly and Always Giving Out a Positive Attitude
Drug Testing Kits UK believes that: "attitude is everything, and that fast service and a positive attitude goes a long way in providing excellent customer service" [1]. Our customers are very busy people, and when they contact us with a question or concern, they want to get a clear concise answer to their query by someone who is knowledgeable and ready to help and give them any necessary guidance, be it on the phone, or via our message system. And they want it as soon as possible, which is why we have a large team to cover enquiries which come in across the length and breath of the country.
Did you know that: "66% of people believe that valuing their time is the most important thing in any online customer experience. Resolving customer queries as quickly as possible is a cornerstone of good customer service. Speed should be of the essence — especially for smaller issues that don’t take much time to solve" [1]. And this is the strategy that Drug Testing Kits UK always follows.
Number 3: Personalising Our Customers' Service
Research shows that: "40% of customers want better human service. That means they want to feel like more than just a ticket number. They get angry when they’re not being treated like an individual person, receiving boilerplate responses, or being batted like a tennis ball to different people. Customers want to interact with a person — not a company [1], and that is why Drug Testing Kit UK's CX Agents provide a dedicated personalised service, whereby there is no ticket system, and consumers only deal with one professional advisor, who they can either converse with on the phone or via messaging, on a name to name basis.
Number 4: Actively Listening to Our Consumers
The founders of Drug Testing Kits UK, believe that spending sufficient time listening to exactly what customers need and want in regard to drug and alcohol testing in the workplace, the industry they are in, the number of employees they have, and their health and safety policy, and budget, is extremely important. To that end, Drug Testing Kits UK's professional advisory and CX team always pay close attention to what they require, so that they can gain an understanding as to how they can help them meet their goals.
Our company training teaches them that the most outstanding CX advisors are first-class listeners. They are taught to recall all the relevant details that they have been told, thereby ensuring that our consumers are given the best possible experience, and recommendations, regardless of whether they are an individual, or a large international corporation.
Drug Testing Kits UK has built up a nationwide reputation for second-to-none customer service, being an approved seller for the best quality, CE approved, high tech, state-of-the-art drug and alcohol testing kits, and offering reasonably priced and heavily discounted products
Number 5: Keeping Our Word
Number 5: Keeping Our Word
Whenever Drug Testing Kits UK makes a promise on something - be it a huge discount, free or express delivery, or providing hundreds of thousands of companies, organisations, institutions, and medical facilities across Britain and Southern Ireland, with extensive guidance via countless professionally written and referenced articles on drug and alcohol testing (in easy to understand laymen's terms), our consumers can be assured that their satisfaction is guaranteed. And if in the rare event, something does goes askew, our CX team are always on hand to put it right with the minimum of inconvenience.
Contact Us For FREE Advice on On-Site Drug & Alcohol Testing
Knowing you are in the hands of experts is always reassuring, so let us show you how Drug Testing Kits UK can help your company or organisation, and ensure that your requirements are within your budget.
https://drugtests.co.uk/pages/contact
Reference
[1]. Heath, C. (2023)."10 Ways to Deliver Consistently Great Customer Service"https://www.helpscout.com/blog/good-customer-service/#:~:text=Great customer service means following,rather than just meet — expectations.
