Although customer service is a critical component of the global economy, there is surprisingly little innovation in the field compared to the ingenuity in the manufacturing and technology sectors.
At QPS, customer excellece starts with our team and our customers learning about each other. We think it is important that you are familiar with our relevant project skills, capabilities, and resources so that you understand the factors that produce the exemplary value you expect when collaborating with QPS.
To ensure our collaboration is a positive and beneficial experience, we try to see things from your perspective. By putting ourselves in your shoes, we can improve our performance and make certain that we offer customer-friendly, client-focused services that are driven by your expectations and desires. QPS’s emphasis on customer service starts with the client’s vision, which encompasses the core process of a successful research and development (R&D) program.
Innovating customer service can be tricky. At QPS, we built our platform of excellent customer service on several integral elements of Floris Hurts’s “De Onmisbaarheidsfactor,” which translates to “The Indispensability Factor.” The goal of Hurst’s method is to compose services in such a way that customers feel pleasantly and consistently surprised.
We aim to leave our customers delighted with the experience of working with us, in the hope that they will become loyal patrons of QPS. To accomplish this, we rely on the 6 C’s of Innovation in Customer Excellence:
- Core Benefit: What is the core benefit the client receives from working with QPS?
- Convenience: What is the main convenience we provide our client?
- Conditions: Under what conditions does a client want to work with QPS?
- Communication: Which communication channels does the client prefer?
- Costs: How can we be as transparent as possible with the client regarding costs?
- Comfort: How can QPS deliver the maximum level of comfort to the client?
With this innovative and adaptable approach, we aim to exceed our customers’ needs and leave them feeling, not just satisfied, but delighted with the results.
Would you like to experience QPS’s innovative customer service? To find out what we can do for you, please contact Edwin van Vulpen, EU Head of Clinical Business Development, at [email protected] (+31 610000195).
Since 1995, QPS has provided discovery, preclinical, and clinical drug development services. An award-winning leader focused on bioanalytics and clinical trials, QPS is known for proven quality standards, technical expertise, a flexible approach to research, client satisfaction and turnkey laboratories and facilities. For more information, visit www.qps.com or email [email protected].