Thank you for calling [insert company name]. How may I inhibit your progress today?

You would think that with all the technology at our fingertips today, true customer service would be the norm.

It's not unfortunately.

I moved one of our sister web sites to a new hosting company recently. It is a huge, international hosting company so I felt safe. When the web statistics on the account produced an error I created a support ticket, detailing the problem and explaining what I did that might have caused the malfunction. 24 hours went by and my optimism started to fade. No response apart from being told that my ticket was being referred to the correct person.

So I tried their live support. The live support operator said he would set my support ticket to high priority.

No response to my ticket the next day.

Nor the day after.

In fact, almost 30 days later I still had no response, so I stopped harassing the live support people and closed the account. I massively overestimated their commitment to service.

True customer service is about respect for your customer.

I later discovered that this hosting company knew about the web statistics problem and had been wrestling with it for a while. Even though they were working hard to fix it, no-one on their support staff took the time to tell me.

Respect for your customer means responding. Always. Quickly.

Even when you don't have all the answers.

Andre le Roux
Owner/Designer, Biz-Logo.com

Customer Service Philosophy

We think it should be personal. We have the skills in-house to automate most of what goes on here, but we only ever automate stuff when there's a clear benefit to the user. If we went 'ape' with automation we'd probably cut company expenses by 50 to 75%, but Biz-Logo's success is proof that personal, attentive customer service is key to long-term success.

Biz-Logo staff are real people dealing with real people. Nothing is outsourced. When you deal with Biz-Logo, you deal with full-time Biz-Logo employees directly - people striving to set the benchmark for online logo design.

Support Level 1: Eliminate the need for support

We believe that any support request by a client or site visitor indicates a shortcoming in the usability of our site and service. We offer live support, but our live support operators are not particularly busy. We like it that way. It means that our site makes sense. If you find something that does not, we would love to hear from you!

Support Level 2: Email / phone

All of our designers and admin staff can be reached via email or phone. You're welcome to phone in and ask for one of our designers by name. Email questions will be answered within 1 business day in the majority of cases.

Support Level 3: Live support

If you need a quick answer or a quick update on your order status, use our live support. Unfortunately, live support isn't available 24/7 (we're working on it!), but when live support is available you will deal directly with knowledgeable Biz-Logo employees - and they all speak English! ;-) We don't outsource this.

Support Level 4: Biz-Logo's owner

If our normal support falls short of your expectations, please email Biz-Logo.com owner, Andre le Roux directly. His direct email address is right at the bottom of the "welcome" email that you will receive in response to your order. Please email Andre about anything. Compliments, questions, complaints - or just to say hello.

Alternatively, use our live support feature and ask if Andre is available to chat.

"It is so refreshing to do business with a company that knows and provides true customer service! Your company exemplifies the standard by which all business should be conducted. We couldn’t be happier with our professional logo and with the promptness of your responses to our emails as well as the delivery of our logo. It was truly a pleasure to do business with you and your staff."

LORIE HICKS
PCMD PLUS

"Dear Andre,
We would like to extend a note of thanks and appreciation for your exemplary customer service with our recent order. We are extremely pleased with the efficiency of your response time, the attention to detail, and the personalized service that you provide. It is clear that you and your team have excellent synergy. It is not easy to present such excellent, personalized customer service over email and the internet. You and your team have been able to do that. We will feel confident in recommending you, your team and website when the opportunities are raised. Once again, thank you."

MICHAEL D. OLIVER
EEI
DIRECTOR OF COMMUNICATION AND INFORMATION

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