How many times have you heard the phrase, “How can I help you?” but felt like the voice on the other end didn’t seem to care very much about your problem? Fortunately, there are individuals at Pride that not only care, but listen and work with you to solve problems, all while maintaining a helpful and friendly attitude. We sat down with Kris, Manager, E-Commerce, Strategic Sales & Consumer Support, and Cynthia, Lead Consumer Sales Generation Representative, to learn more about what customer care really means.
Kris joined the Pride sales team about six years ago, following an eight-year stretch in the financial industry. Cynthia came on board as a Pride sales representative about three years ago, later moving into her current role. Together, Kris and Cynthia lead a robust sized team of individuals who work in the Consumer Services department, the face of Pride. Their mission? To educate and empower Pride’s customers to make decisions about their mobility, all while maintaining a helpful and friendly attitude. With every conversation, whether through email, phone or live chat, the goal of each representative is to help a consumer gain something of value, so they leave a conversation feeling more knowledgeable than before.
Kris attributes the success of the call center to the team’s synergy. Although working as a team can be challenging, regular meetings and open discussions are key. The team strives to streamline processes and uses feedback from consumers to meet Pride’s standard as the friendliest company in the industry.
“There’s a great importance to interacting with customers who use our products daily,” Kris said. “We need to know who they are and whether we are meeting their needs.”
Customer care means loving what you do and taking your job seriously. The team understands how a single conversation can impact a customer. Whether they’re talking to the person who uses the product or a family member of a person with limited mobility, every question or comment is treated with care, speaking to every individual as a trusted member of the Pride family.
“We listen, we care, and we give consumers security, guiding them to make the best decisions about their mobility needs,” Cynthia said. “This is the best part about what we do.”
According to both Kris and Cynthia, the team doesn’t just work for Pride. They work for consumers, ensuring that their voices are heard. Although building trust is not easy, providing a valuable and positive experience by truly listening to the customer goes a long way. This is the gold standard for everyone in the call center, and both Kris and Cynthia have noticed improvements in the department.
The team also takes customer care one step further by sharing knowledge with consumers. When they finish helping someone register their product, the team asks the consumer if they know how to charge the batteries properly, encouraging good charging habits so that their power chair or scooter last a long time.
When it comes to technology, Cynthia and Kris agree that using multiple platforms comes in handy, providing different ways for people of all abilities to get in contact with Pride. For those who are busy or hard of hearing, live chat has proven to be an efficient and effective way to communicate with consumers who are looking for information. Still, they both say that speaking over the phone has been the best way to build relationships with consumers, because it provides a personalized, human element in a high-tech world.
While technology will play a role in the future of customer service, the customer service experience will also evolve. Kris and Cynthia believe that as technology further develops, the world will get smaller, yet the demand for meeting consumers’ needs will still be there. Customers will be smarter and more informed when calling. Kris and Cynthia believe that the human element of customer service will remain a necessity and that it’s essential to establish trust, provide friendly service and communicate effectively.
Do you have a question, comment or just need help? The team is waiting for your call! Get in contact with a consumer services representative today!
Hi Deborah! I’m so sorry to hear that. I was just in communication with Kris in our call center and he mentioned that he is working on this with you. Please let me know if you have any questions or if you need anything else for the time being.
Best Regards,
Amanda
where the heck is the warranty registration page?
Hi Robin!
I’m so sorry about that, our warranty registration page is currently under construction. However if you’d like you can register your product quickly and efficiently with one of our friendly customer support representatives by calling directly into: 800-800-4258
I have a brand new a brand new power wheelchair I have all the stuff for it and on his manual and registration on it I have everything on it it’s brand new I don’t need it cuz I live upstairs
My Pride 3 wheel Victory slows down while not manually doing so. It says fibula charhe but doesn’t seem to hold the charge for a period of time
Why is it so hard to find a repair place I have a go go sctooer a month be for wattey went out it started loseing contact when you riding. It. But been all most a year and still can’t find a repair place. Wish you people had my legs then you understand why I’m 😠
Hi Sheena we’re so sorry to hear that you are having trouble finding a service provider. We’d be more than happy to help you locate one. If you’d like to chat live with one of our representatives please visit our website here: http://www.pridemobility.com or you can use our dealer locator to find a provider by filtering the search results by “service”. http://www.pridemobility.com/find-a-dealer.asp
Selling new electric wheelchair
I am a double amputee I have coronary coronary art disease and I’ve been looking for a heavy duty electric scooter I’m on Medicare and A&B my name is Andy Ellington my email ellingtonandy01@gmail.com
Hello Andy! To purchase a mobility scooter using your insurance we are happy to direct you to one of our authorized providers. You can find one by visiting our dealer locator here: http://www.pridemobility.com/find-a-dealer.asp
Please let us know if you have any questions on our models, we’re always happy to help. 🙂
My family traded my six-month-old €2000 scooter for a smaller scooter that is supposed to be used on the buses. The salesman did not tell them that the new scooter with solid wheels is not suitable for a person with back problems, as the solid wheels do not absorb shock on the road like pneumatic wheels do. The solid wheels are also unsuitable for traveling on Ashfeld as is stated on the wheels. They were also not told that the new scooter cannot be used when it rains. They got €100 off the new scooter for my larger all-weather scooter and had to pay €695.
They purchased the shooter before Christmas and I was only allowed to see it or test it on Christmas day, meaning that they could not avail of the “7-day return policy”.
I attempted to find pneumatic or other rubber wheels for it in Ireland, without success. We will have to save another two years just to buy a second-hand suitable scooter and might get a maximum €100 trade-in for this Pride Go Go Eco that is back in the box after I tried it for about 2 kilometers.
Thank you for taking the time to write to us here at Pride Mobility Products. If you would please send your serial number and best contact information to info@pridemobility.com, a member of our customer support team will help look into this for you.
I have a jazzy es elite it has been the absolute worst chair I’ve ever seen y’all used to make great chairs I have to keep this piece of junk for 5 years because of insurance and I might have been able to use it three hours when it hasn’t been tore up I have a old chair is the only way I get around it’s about to go out when it does I will have no way to move at all if that can’t fix this n mess you selling to people maybe I just got the bad one of the bunch but being my insurance paid 3600 for it I think I should have been able to use it
Hi Russell, we’re very sorry to hear that you’re having trouble with your Jazzy Elite ES. We can assure you that is not typical of our products. If you’d like to please send your serial number, original date of receipt, a description of exactly is what happening, and best contact info to info@pridemobility.com one of our friendly customer support representatives would be happy to help.