How our customer service team use transparency and communication to ensure that your customers feel supported when using your car park

How our customer service team use transparency and communication to ensure that your customers feel supported when using your car park

 


Here at Ipserv we understand that when providing car park management services, clear communication and transparency is key and understand the importance of your customers having a real person to talk to when they have a query. Whether it be a general enquiry or regarding a Parking Charge Notice, speaking to a real person can reassure your customer that they are being prioritised and treated with fairness.

When Ipserv manage land, signage is provided that clearly shows the terms and conditions of parking at your facilities. Ensuring that these can be seen by your customers not only allows your car park to be well presented, but it provides customers with easily identifiable information on where to park and how to pay, while also providing a contact email address and phone number if they require assistance. This is reassuring for your customers as they feel supported when using your facilities and this theme continues throughout communications with our customer service team, should your customers require assistance both when using and after their stay.

Our car park management services take the pressure from you as we cover all the associated customer service duties. We provide your customers with transparent communications to ensure that parking on your land, submitting an enquiry or, paying a Parking Charge Notice is as simple as possible. There are various channels across a range of platforms that your customers can contact us should they need to. Our online web chat service is the fastest way and can be accessed via our website. It allows customers to quickly get help with how to purchase a ticket/permit, car park locations and parking tariffs from wherever they are. Our customer service team are also contactable via email and phone between 9.00am and 5.00pm daily, should your customers need or prefer to talk to somebody physically rather than virtually.

We are also committed to supporting you when you need us. A 24-hour helpline is provided to all the car parks that we manage for out-of-hours emergencies that may arise, and our Customer Service Advisors are available from 9.00am to 5.00pm, 7 days a week for general enquiries. You can be sure that your enquiry will be dealt with in a professional and timely manner and that supporting you and your customers is our utmost priority.

Feedback is key and is highly regarded here at Ipserv as we are always looking for ways to improve our service. We seek to gain this through customer and online chat surveys and at our customer meetings.

But enough from me, one of our Customer Service Advisor’s shares how she believes transparency and communication is used within the services we provide.

“Our customers can use our various communication channels from calling to email, webchat, and post, to enquire about our services and new business opportunities within car park management and enforcement. Being the first point of contact for customers enquiring about their parking charge notices can be challenging at times and we understand that no one likes to be in receipt of a parking charge notice. I believe that customers having access to various communication channels within the Customer Service team 7 days a week between 9.00am – 5.00am to swiftly answer a wide range of queries, helps to build trust and reassurance for customer’s that their query is being handled with fairness and transparency” – Hazel, Customer Service Advisor.

If you need help or support with Car Park Management or other facilities management services, call our expert team today to discuss how we can help support your business. Call us now on 01473 432222 or email us at enquiries@ipserv.co.uk.

Thomas Goddard 

Customer Service Manager

ipserv.co.uk

 


 

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