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  • Writer's pictureJoel Thiessen

Fractional Customer Service Director

This was a new term to me.


It's a new term to most people, I think.


Legacy does so much for the people that it works with that saying we are outsourcing isn't quite the right term.


People have been telling me that for a while now.


So how did we settle on Fractional Customer Service Directors as the job description for what we do?


It really was simple.


We looked at everything that we do and we started looking around at the closest job descriptions to that.


I noticed that you have Fractional CFOs, Fractional COOs, Fractional CMOs, etc.


What I noticed is that we are very similar to that.


We handle a company's reputation after a sale.


That sounds weird doesn't it? Almost as if nobody seems to do that!


Well, there are companies that after sale reputation is as important or more important than before sale reputation.


Depending on your industry, studies suggest that acquiring a first-time customer can cost between 5 and 25 times as much as retaining an existing one.


Think about Apple (who is supposed to announce their new iPhone on September 12..., can you tell I'm excited).


Apple's reputation is built on the quality of their product and the quality of their service.


That is both after sale reputation.


This is important to note. Almost every company that has made it big values that after sale contact. Saving themselves between 5 and 25 times the cost of getting a new you.


The companies that have died have done the opposite.


So what do we do?


We manage everything customer service for you.


From creating customer service manuals, hiring, initial training, continuous training, to becoming a part of your executive team if needed to make sure that you are getting exactly what you need.


We are as interested in your growth and development as an industry giant as you are.


This is why we consider ourselves a fractional Customer Service Director.


We work with you to help you create an amazing reputation for your company or you can hire us to do it for you.


Everybody is an expert at something.


What are you an expert at?


We are experts at customer service and building teams for customer service.


Do what you are best at! Let us do what we are best at!


If you are looking for a fractional customer service team, let me know. I would love to talk to you and get you what you need!


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