Customer care counts for call management company

Customer care counts for call management company

10th October 2013


A GROWING round-the-clock call management company has created a new senior role in client care to send a clear message that current customers count.  

Alexandra Routledge will focus on ensuring high quality service in her role as Client Relations Manager with Lemon Business Solutions.

The Stockton-based company offers a 24/7 service in handling emergency and out-of-hours calls from the public and counts a number of national names among its client base, from lift operators to international law firms.

Co-founder Lesley Wratten believes companies should do more to retain existing customers at the same time as seeking growth.

She explained: "Across business I see people losing clientele because they are focusing too heavily on seeking new business.

“Growth seems to be the watchword at the moment. Clearly, it's important - and we are one of those businesses that is growing and recruiting - but I don't think it should be at the expense of the service provided to existing customers.

"It doesn't mean you're less ambitious, in fact it's the opposite. We take the view that by serving customers well and providing a useful function, you can help their businesses to grow. Not only that, but they will recommend you to others and that can lead to your own organic growth. It's positive for all sides, and for the economy as a whole."

Alexandra, who formerly led operations, is returning to work after maternity leave.

"We have a really strong, dedicated team here and we treat every customer as if they are our only customer," she added.

"People's expectations of value and being valued are much higher now and my appointment sends out a clear message that we take customer service very seriously."

News in October