Posted on 26th November 2019 by Jordan Holmes
From iamsold’s home in Newcastle upon-Tyne, Stevie Scott manages the Customer Service and Sales Progression teams to ensure a seamless customer journey. With numerous Partner Agents across the country, Stevie’s departments have a direct impact on the relationship between iamsold and its Partner Agents.
Stevie explains, “Our Customer Service team manages customer feedback to understand how Partner Agents have performed throughout the sales process. Mostly, we highlight excellence in service from delighted customers. If there’s anything negative, we investigate and share feedback with Account Managers or Regional Performance Managers.”
He continues, “Our ultimate goal is to maintain a positive relationship between all parties and that any issues are resolved as early as possible. The key to exceptional customer service is continuous improvement and listening to feedback.”
As many of you will be aware, some Partner Agents have their own iamsold Auction Champion who acts as a liaison with Customer Service, and we have seen an improvement in levels of service across the board as a result of this teamwork on service. To demonstrate best practice within Customer Service across iamsold, Sales Progressors work to ensure solicitors and customers are doing their part to meet deadlines.
Stevie explains, “Partner Agents can log into our system and view their dashboard to see the progress of their sales. Sales Progressors, with assistance from Partner Agents, help get things moving as quickly as possible to prevent sales from breaking down. It is vital the customer journey keeps moving otherwise sales aren’t made and referrals decrease.”
Across iamsold, we are all working together to achieve the same goal. If you have any questions for the Customer Service team, contact firstname.lastname@example.org.
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