Customer Support Team Update w/c 28th Sept

Hello again everyone! Time for a nice cuppa and update on the latest feedback from our Support Team. Last week was a really good week for us in support! Not only did our members seem very happy with the service they were receiving, which is reflected in our lowered complaint rate this week, we also had a brand new addition to the support team!
This being in the form of the lovely Miss Cara Bunce…..


Cara Bunce

On the 21st of September Cara joined the ever growing Support Team and we would like to give her a big warm welcome by introducing her to you! Although the popular and valued Cara has already been an employee of for 6 months now, she has worked hard and made her way to the Support Team. She was spotted for her ambition and her noted interest in the Customer Service role. Cara started with us at in an Administration position and even then she was able to spot out and seek potential scammers which Jessica (Support Manager) noticed and took advantage of straight away.  Cara was originally from a retail background and studied IT at college which has come in handy working here. She has a beautiful telephone manner and understands the value of hard work! Cara is great at helping our customers with their support queries and has taken to the role quickly, and efficiently as she is already familiar with the family. Shes already become a popular and valued member of her new team as well! 🙂

Monday 21st – sunday 27th Sep 09

Member query of the week

This week we have had a lot of interest in Video Profiles.

Members on all sites are able to upload videos onto their profile. This is an excellent way of introducing yourself and allowing other members on the site to see and hear what you are like! We have noticed that profiles with videos attract a lot more attention, the main reason for this being that it starts to feel more ‘real’. Sometimes Internet dating can seem somewhat robotic, however, adding a video to your profile makes you come alive! Most members that come to us about video profiles just need reassurance that they will be saying the right things, as we can all understand, talking about yourself positively can be difficult sometimes and members just need a little encouragement. We have had some very good video profiles this week and just hope the members keep them coming!

Complaint Rate

1.12% – which is a slight decrease from 1.14% last week

Good customer experience feedback for you!

Here are 2 quotes for you to look at that your Customer Support Team has received this week.

We received a message from Barbara,

Barbara: “Thank you Emma for your support, I was almost conned on another site, with flowery romantic emails etc, and then asking for money. It caused me a great deal of anxiety as you can imagine, and I was even too scared to come onto my computer, and I was very wary of joining another dating site, so I am very aware now that this happens. Thank you for your immediate response, and attention, I feel very supported on this site. Thank you once again Barbara”

And we have another message to share from Gill,

Gill: “Would just like to thank you so much for your service. Have met a fantastic man through your site. Can’t thank you enough.
Best wishes to all the staff at SDA and to your continued success. Gill”

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