Best Customer Service Team : Repco
Automotive retailer Repco has nearly a century of industry experience under its belt , so it should be no surprise that the team is excelling in its customer service .
In 2020 , when consumers flocked online , Repco took things to the next level with the launch of a marketbeating 15-minute click-and-collect and four-hour home delivery nationally .
“ Modern customers expect high service levels from online orders — whether in-store pickup or delivery — and Covid-19 only amplified this need ,” a Repco spokesperson said .
“ Repco realised there was an opportunity to provide a market leading proposition and unique point of difference in the market through rapid click-and-collect and home delivery — essentially bringing the store experience to our customers in
The retailer still managed to trade at 70 – 80 per cent of budgeted sales . close to real-time .” The opportunity was developed when Melbourne was under Stage 4 restrictions and was then rolled out across the nation . And with Repco ’ s customer base seeking a quick turnaround on transactions , the services were a hit .
“ This customer service initiative has been successful because car enthusiasts , Repco ’ s retail customers , are often buying parts or components for the project they intend to complete on the same day — meaning rapid click-and-collect and home delivery is fundamental to a superior customer experience ,” Repco said .
Repco ’ s service initiatives were unmatched in the Melbourne market , and despite stores being closed to the public , the retailer still managed to trade at 70 – 80 per cent of budgeted sales .
The team at Repco operates under the ‘ genuine service ’ philosophy , launched in 2018 , and it guides the brand ’ s customer-centric approach for both internal and external customers .
“ We strive to make our customers feel as if they are guests in our own homes . We aim to ensure our customers feel welcomed , appreciated and comfortable in our stores , whether in person , via phone or via a digital mechanism ,” Repco said .
What the judges said : “ A clear philosophy of customer service runs through all levels of the business . What is most impressive is that a range of data is used to track success , and clear tools and initiatives are provided to staff to follow through on the stated philosophies .” Dr Jason Pallant , Swinburne University of Technology .
44 | www . insideretail . com . au May 2021