Who We Are:
We are Customer Service Inc.! We handle all your clients’ complaints.
We are composed of a team of 36 professionals who have worked in the moving industry for over four years. We also have a legal department to handle any legal
issues that may arise. Our team is very much aware of all the
mishaps in the moving business. We are therefore equipped to
handle any of your clients complaints without hassling you, the moving company.
How Does Your Client Know To Contact Us Regarding
Their Complaint/Claim?
This is really simple! We, at Customer Service Inc. will provide
you with a claim information sheet. You will need to make
copies of it and attach it to every contract upon every move. The claim information sheet has our phone number on it. And it also tells your client
that, if they contact any number other than the number on the claims information
sheet, their claim will not be looked at, as it has to go through our department. This will deter your clients from calling
your moving company to
complain or make a claim and taking up your time to handle your everyday operations.
How Do We Handle Your
Clients Complaints?
We at Customer Service Inc. Value your clients, the way you value your clients.
We treat them with top quality customer care. Our theory is
“sugar and spice makes everything nice”. When your clients call us
up to complain about
your moving company, we hear them!. Most of the clients you move who call to complain, just want and need to be heard. Nine out of ten times,
if your clients feel that they were heard and, you valued what they had to say, they will automatically drop their complaint. So, that’s what we do, we hear them out. When they call, we open a file and deal with them diligently until we have come to an understanding and
they feel satisfied. We ensure your moving company has
followed its company policy, and the law. We ensure as well that their claim is resolved by making sure the law was followed thus
reducing clients from wishing to pursue your company further through legal action.
At the end of every month, you will receive a monthly complaints report containing all the clients information such as names,
dates, and the status of your clients’ complaints that
we handled throughout the month. We encourage you to keep it for your records.
Reimbursements, And Our Reimbursement Policy:
Our reimbursement
policy is 0.60 cents per lbs per item unless, they purchased additional insurance, which is the amount required by law. If
they Purchased additional insurance, we will direct them to
the company they purchased it with. If they purchased additional
insurance through your company, and damage is done due to your movers negligence, and is proved by your client beyond reasonable doubt, we will reimburse them upon your moving company's authorization.
We, at Customer Services Inc. will try to keep the reimbursement to its bare minimum
by negotiating and reasoning
with your client. we do whatever it takes to prevent your clients from filing a lawsuit against your moving company or complaining to the Better Business
Bureau by handling their issues internally and ensuring that no further action is required on their part. When our professional
experts decide that it is best to
reimburse your client, and we have negotiated the sum with your client, we will send you a reimbursement authorization form. You must fill it out and fax it back to our company as soon
as possible. We will bill you the sum of the reimbursement in your upcoming monthly bill. Once we receive the payment, we will then move towards
closing your clients file and send them a check for the sum
of the reimbursement. Sum of reimbursement will be stated in the claims report that you will receive at the end of the month. Please note that, in
the event that your company is on the Gold Plan or Platinum
Plan, Customer Service inc. will reimburse your clients a collective total of $600.00 per month upon your company's Authorization. If your
reimbursements exceed $600.00 per month, the exceeded amount
will be billed to your company in your upcoming statement. Also note that Customer Service Inc. Is not liable for your clients reimbursements or complaints. We are the liaison between your
moving company and your clients’ complaints. Our sole
responsibility is to handle your clients’ complaints so you don’t have to.
We
Have Different Plans To Meet Your Needs!
We have many different plans to meet any
and all of your needs. To find out specific plan details and specific costs, please speak to your CSI representative.
We do have the following plans available:
-
The Pay As You Go Plan
- We handle up to 5 claims per month and each additional claim would be billed additional.
-
Tha Basic Plan - We handle an unlimited
amount of claims
-
The General Plan - We handle an unlimited
amount of claims, We also send you a Claims Report at the end of each month, and we handle 2 charge backs per month
-
The Economical Plan - We handle an unlimited
amount of claims, We also send you a Claims Report at the end of each month, and we handle an unlimited amount of charge backs
per month
-
The All Inclusive Plan - We handle an
unlimited amount of claims, We also send you a Claims Report at the end of each month, we handle an unlimited amount
of charge backs per month and unlimited dealings with the PUC on the company's behalf
-
The Dynamite Plan - We handle an unlimited
amount of claims, We also send you a Claims Report at the end of each month, we handle an unlimited amount of charge
backs per month, unlimited dealings with the PUC on the company's behalf, and unlimited dealings with the BBB on your
company's behalf
-
The Silver Plan,
Gold Plan, and Platinum Plan. They are all great plans however, we do encourage you to go with the Silver Plan or Platinum Plan, to get
the best value for your money (see special rates and plans
form). If you feel you are getting a lot of complaints (as is the nature of the industry), every month, we
do encourage you
to sign up for either the Gold or Platinum Plan.
We, at Customer Service Inc. will rarely contact you regarding a complaint
unless, we require you to fill out a Reimbursement Authorization form. The benefit of being part of the Gold or Platinum Plan is that Customer
Service Inc. will reimburse your clients a collective total of $600.00 at no extra cost to your moving company. We will still need your authorization for reimbursements but you will not be billed
for it unless you exceed the $600.00 amount. Our plans
are great and we encourage you to choose the best one to suit your company's needs.
We
Have Additional Services To Meet Your Needs!
At Customer Service Inc. we offer you additional
services to meet your company's needs. Our additional services are designed to help you save time and increase your profits. It does take two
to three weeks to process your order , so we encourage you to order your additional services as soon as you decide you need them. Any additional
services you order will be billed on your upcoming
statement. We recommend you review the additional services we offer. If you want to order any services please fill out the Additional Services Order Form and either mail or fax it to us so
we can process
it as soon as possible.
Our Cancellation Policy:
We have a very easygoing cancellation policy. There is no penalty or charge
for cancelling your service with us. However when you cancel your service, it will go into effect at the end of your
billing period for that month. We will not compensate you or
your moving company the remainder on your account. We will use the remainder of funds on your account to close your file with us. We will wrap up the claims we are working on and send
you the complete files you’ve had throughout your stay
with Customer Service Inc. If you choose to cancel any of the additional services you have ordered, after you have ordered them, you must do so seven
business days before the service is rendered. If you cancel less than seven days before the service is rendered, a $25.00 fee will be charged. The
$25.00 fee will cover the cost of processing your order. Once
the service has been rendered, there will be no compensation. Cancellation
must be done in writing. We are confident that you will be satisfied with all the services we have to offer.
Our Statement/ Bill
Your Statement, also known as your bill is self
explanatory. It is detailed and easy to follow. You will be receiving your statement once a month, or once a week depending on the plan
you chose. For the plans that require you to pay once a month, you are given the option of paying it on the 15th of every month, or the 30th
of every month. You should choose
the billing period that is right for you in your registration form. Your statement should be paid by the balance due date.
If it
is late for whatever reason, there will be a $25.00 late fee. We ask that you pay your bill on time by, or before the
due date. To avoid worrying about making your payments on time, we do have an Automatic Pay option. We
would charge your credit card automatically at each billing period and send you a confirmation receipt. All you need
to do is fill out that section on your registration form and it will be processed.
