In a world of automated phone systems, endless menu options, frustrating hold times and transfers, getting to speak to a real person can feel like a luxury.
At Armstrong Archives, we don’t think it should be.
When clients call, they’re greeted by a real member of our client service team, not a recording or a complicated list of options to choose from. It’s a simple approach but is one that has helped us build lasting relationships with our clients.
Whether a client needs a box retrieved, has questions about storage, wants to schedule a pickup or delivery, or needs to arrange a shredding service, our client service team is here to help.
Common Client Records Requests
Managing records isn’t always straightforward. Clients rely on our team every day to answer questions, coordinate records retrieval, schedule deliveries and pickups, process records destruction requests and provide updates on stored files. No matter the request, it is our goal to provide prompt, knowledgeable service that make record management simple and stress free.
Why Familiarity Matters
For many clients, many of the voices that answer our phones have become familiar over the years. They are greeted by a team member who not only knows their name, but their preferences – what they need and how they need it.
That familiarity leads to better service. When your client service representative understands your records, requests can be handled more efficiently while reducing potential for errors or miscommunication.
Connecting Clients to the Right Team
In many ways, our customer service team are the people that keep everything moving smoothly. This team serves as a direct connection to clients and the rest of the organization as they coordinate with warehouse staff, delivery drivers and the management team to ensure all requests are handed efficiently and accurately. They are more than just a voice on the phone.
Client Records Security Starts with People
Technology, facilities and standards are often top of mind when it comes to security, but many forget about how important the customer service team really is.
Clear communication helps prevent mistakes and misunderstandings. Familiarity with clients ensures that each request is handled precisely to their needs. Having knowledgeable staff available to answer questions allows clients to make secure, informed decisions about their records.
Great service doesn’t just create a better experience; it solidifies a reliable records management process.
