Customer Satisfaction – a top priority
Providing an excellent emissions testing experience for motorists is a goal that we strive to achieve everyday at ESP. Our station employees receive training in customer relations, which includes training on interacting with the public. The training is ongoing and all managers are responsible for monitoring our employees’ interaction with the public and mentoring or training as necessary. Training includes an explanation of our corporate philosophy and commitment to excellent customer service.
Station employees are taught how to:
- Explain emissions test results.
- Handle difficult situations.
- Resolve customer issues.
Role-playing is used to provide an opportunity for our station employees to practice their customer service skills and to reinforce the proper way to handle all interactions with the public.
A specific protocol for handling customer complaints has been established and is focused on meeting the customer’s needs.
As a company, ESP monitors our customer satisfaction through regular surveys at all of our programs. Feedback received from these surveys is analyzed and adjustments are made as part of our focus on continuous improvement.