Bromborough, United Kingdom, December 08, 2013 --(PR.com
)-- Always striving to be as responsive to customer needs as possible, Transglobal Express has extended its opening hours for the shipping days leading up to Christmas. Dedicated customer services advisers will now be taking calls from an hour earlier on weekday mornings as well as being available on Saturdays for the first time. The new opening hours for the festive period are: Monday - Friday 8:00-5.30pm and Saturdays 9:00am -1:00pm.
Managing Director Lawson Archer made the decision to extend opening hours in response to a marked increase in incoming calls from the beginning of December: "We're truly dedicated to keeping our customers happy and part of this means making sure they can get in touch with us when they need us, especially during this festive period," he said.
During the extended opening hours, customers and other enquirers can reach the customer care team via telephone, email and live chat. Customer service enquiries via social media - including Facebook, Twitter and Google Plus - will also be directed to customer services staff. Terri McGarry, Customer Services Manager at Transglobal, emphasised the benefits of the change, saying, "Transglobal's policy that over 95% of customer calls be answered by a customer services adviser within three rings is an important element in our customer care, and one that our customers really appreciate. The extended opening hours mean that we can honour this policy and give customers that extra peace of mind with their Christmas deliveries. We know that Christmas can be a busy and stressful time, especially if you're shipping overseas, so we're here to make things as easy as possible."
Transglobal Express has often highlighted its high levels of customer service as one of its key selling points. In light of the massive rise in e-commerce, and when many other service providers are migrating their customer services from telephone to electronic channels, Transglobal's efforts to encourage more telephone enquiries may seem at odds with the market, but McGarry explains why she thinks she's got it right: "We are dedicated to keeping our phone lines open and well-staffed because we know that many customers want to speak to us directly, especially if they're a first time shipper. That's why our telephone number is clearly displayed on our website: we're here to help, whichever way you'd prefer to contact us. The fact that we are so easy to contact, by whatever means you choose, is a key reason for our high levels of customer satisfaction and our success as a business."
Transglobal plans to review its new opening hours following customer consultation in the New Year.