FCF Launches Customer Service Hub
FCF values each and every one of our customers, no matter the size. With this in mind, and our ultimate goal of being number 1 in the fire safety compliance industry, we want to ensure that we deliver the absolute best service, providing positive experiences and solutions that meet our customer's needs.
To determine how we can be different to our competitors and ensure our customers know that we mean business when we say that 'we provide the best customer service in the industry', we had to do some investigating. To provide the best service in the industry collectively as a team across all our locations, we had to review the way our customers interact with FCF, how our own team members interact with each other, how they interact with customers and review our call handling performance data over a period of time.
From this, we realise that we cannot have our phones answered by people that are unable help our customers on the first point of contact. All our customers want, is service and solutions as quickly as possible. This resulted in the removal of third-party call centres and the launch of FCF's new Customer Service Hub, which is staffed completely by FCF team members. The Customer Service Hub has state of the art communications technology that links all our FCF locations together to ensure your call is not only answered, but answered by someone who is FCF through and through who can help you.
Each and every one of our customers can have the confidence that when they call FCF, they will receive the ultimate service experience. Having your call answered by professional, customer service orientated and knowledgeable team members, that are tasked with ensuring your needs are met.
Customers can call 1300 323 753 to reach our Customer Service Hub Professionals. Rest assured though, if your local office is on another call - we don't want you to wait - your call is answered by the Customer Service Hub so we can assist with your enquiry as quickly as possible. Our Customer Service Professionals have direct access to all our FCF locations and can handle calls accordingly to ensure your enquiry is actioned or you get to the right person who can assist.
Our Customer Service Hub Professionals also handle all web enquiries and orders from our websites below, ensuring you always get consistent service and answers quickly.
We have even put a Chat Box on our website to ensure you can speak to one of our team members within the Customer Service Hub, if you're not quite sure what you're after or have a question. We are here to help.
Lastly, but importantly, we have revamped our customer onboarding program. All new customers going forward will receive a Welcome Email, designed to provide all the necessary information our new customers need to know about our business, including hours of operation, after-hours call procedures, local FCF contact details, a checklist to assist with a smooth transition from a previous service provider to FCF and login details to the FCF Customer Portal.
As we said, we want to provide the ultimate customer experience and having the Customer Service Hub assisting with calls, having direct access to local offices, centralising online support and being focused on customer service is definitely a positive step in the right direction. We hope all of our customers appreciate and enjoy the change. We look forward to hearing from you!
Just some of the friendly faces that are here to help you.