As the global leader in the credit business, it is our responsibility to assist lenders in managing consumer credit risk, and importantly, to empower consumers to understand and responsibly use credit in their financial lives. These responsibilities require a commitment – a commitment from us to play a leading role in helping consumers understand the fundamentals of credit management and how they can benefit from this growing marketplace reliant upon credit.
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Excellence in Customer Service
Commitment to Excellence in Customer Service
We are committed to constantly evolving, investing in our people and improving our processes for handling consumers’ needs, questions and credit concerns. We have created a culture of excellence, where everyone is committed to “customer first” service.
- In our call center, we’ve “stopped the clock” to ensure that our agents are empowered to take as much time as necessary to resolve the consumer’s concern.
- We deliver “Red Carpet Service” so that each customer knows that they are important to us and we will do everything possible to help them resolve any issue or to answer their questions.
- We continuously solicit feedback from our customers on how we’re doing and what we can do even better to lower the level of effort they had to extend to reach resolution, and we are committed to applying that feedback to drive further enhancements to our processes and systems.
You have our commitment that we will continue to evolve and adapt to the changing market and consumer needs.
Senior Vice President, National Consumer Assistance Center
Experian North America