Your Account Manager becomes an extension of your team – well-versed in your needs, your goals, your preferences, and how to best meet them all. Collaborating with our industry- and brand-driven Customer Service and Client Development teams, your brand-centric Account Manager ensures top-level solutions are provided to support your marketing efforts. Each team is strategically selected based your needs and their expertise. This synergetic approach leverages the experiences of our diverse experts to ensure all your expectations are met and exceeded.
Our synergistic teams develop pivotal communication strategies to support your brand and goals.
Your customer service
Our Client Development Team follows an in-depth, six-step process to discover the solutions that will best meet your expectations. Collaboratively with your dedicated Dexter Solutions Account Manager, the team develops personalized solutions that deliver the quality products you expect and with the time- and cost-savings you desire. Our experts work collaboratively internally and with you and your team to develop a comprehensive communication strategy as well as manage internal training and process implementations. Our sophisticated approach and open communication to serve your company and your brand allows us to discover opportunities and solutions that best fit your needs.
Your customers’ service
When your customized solutions include allowing Dexter Solutions to handle your in-bound customer service needs, our Customer Service team will provide your clients and customers the same first-rate and expert service you’ve come to expect yourself. Whether your organization requires an inbound call center for catalog or online sales, order taking, order entry, reservations, telesales, customer service, custom technical support or help desk, our call center support services are ideal for almost any brand. Each of our team members is immersed and trained on the brand in which they support, becoming the brand expert needed to provide the high level of service required. This gives your more time to focus on growing your customer base while we work to keep your engaged customers happy and participating in your programs.
Find Ease of Mind with Support and Protocols
Order Tracking Process
Specialized reports are developed to secure all necessary information to manage an account’s activities. The report tracks every detail of the order as well as serves to inform inventory management.
Process for Intervention
Any requests for cancellations, changes, or expedited services to orders can be managed through Customer Service.
Escalations are managed through the Director of Customer Service to make communications simple and easy.
Customer Notification Process
Clients will receive a prompt verbal and written response about order delays or issues from the dedicated Account Manager. Notifications will include a detailed report of the issue as well as recommended solutions.
Customer Service Responsibilities
All Customer Service Representatives are trained in detail on each client, brand, products, and service requirements so that we can manage our client’s own prospective and existing customers’ needs.
Support for your brand-on-demand ePortal is available 24/7/365. Live help through our IT department is available immediately Monday through Friday 8 a.m. CST – 5 p.m. CST. Outside of normal hours, a dedicated 800-number is available.
We are committed to:
Building rapport with customers by greeting them in a courteous, friendly, and professional manner
Responding to common customer work/service order inquiries and requests
Supporting the complexity of custom orders and projects via a high amount of customer interaction
Ensuring that customers understand product information and providing additional information to customers as needed
Listening attentively and with empathy to customer needs and concerns
Preparing complete and accurate work
Communicating effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
Effectively transferring misdirected customer requests to an appropriate party
Contributing ideas on ways to resolve problems to better serve the customer and/or improve productivity
Participating in activities designed to improve customer satisfaction and business performance
Identifying and determining requirements by working with customers
Answering inquiries by clarifying desired information, researching, locating, and providing information
Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
Fulfilling requests by clarifying information; completing transactions and managing requests
Maintaining call center database by inputting necessary information
Let’s get the conversation started.
Find out how we can empower your brand to reach its highest potential.