Kuester Association Management Answers Client Survey with Call Center Changes
Kuester Association Management, in response to the feedback obtained through a client response survey, announces changes to its Call Center, and other efficiency-increasing service changes.
Fort Mill, South Carolina, September 20, 2011—
It is common for companies to solicit feedback from valued clients and customers, but less common to hear precisely how that feedback is being put into action. In the case of Kuester Association Management, however, there is little question that client feedback is both heard and put into effect. Kuester, an association management company that oversees communities and commercial properties throughout North and South Carolina, sent a feedback questionnaire to its clients in the Summer of 2011. Now, the company is revealing the lessons learned, and the new policies that the survey results generated.
“What we heard, overwhelmingly, was that our clients value communication and quick response times,” observes Bryan Kuester, who heads Kuester Association Management. “People respect the emphasis that our company places on responding to customer inquiries quickly and clearly, and asked that we take further measures to make that communication as streamlined and effective as possible. And that’s what we’re doing now.”
Kuester Association Management, as a result of the feedback gleaned from the client questionnaire, is enacting changes to their organization that they say will provide customers with the kind of increased focus on communication they asked for. Among these changes are structural modifications to the Call Center, which Bryan Kuester says will increase the response time and ease the communication process whenever a question or an issue arises.
Notes Kuester, “Our priority is ensuring that, if any of our clients needs us, we are able to address their problem or concern in as little time as possible, and to provide a solution that fully meets their needs. That’s what these Call Center changes are all about.”
And that isn’t the only change being implemented at Kuester Association Management as a result of the client survey. The company has created a temporary, internal position to analyze organizational structures and procedures and suggest changes for further improving response times and client communication.
Bryan Kuester says these changes are all designed to make the company’s high standards of service even more reliable, as well as to let clients know that their voices have been heard. “We want to make it clear that the results of the survey were listened to carefully, and that we are devoted to putting those lessons learned into real-world practice.”
ABOUT:
Kuester Association Management, part of Kuester Companies, provides management, organizational, and back-end office assistance to residential communities and commercial property throughout North and South Carolina. The company oversees large communities throughout the area, and is devoted to providing community residents and board members with services that promote culture and communication.
For more information about Kuester Association Management, contact them at www.kuester.com, or by calling 888-600-5044.
