Customer Service

Delivering excellent service has been foundational to the Ken’s Gym Solutions’ headway experience since day one. We work to serve you, our customers, in the best ways we can: through genuine, caring experiences that address your needs in an efficient manner over the phone, via email and in-person.

Take a look at some of the factors that contribute to our deeply-rooted philosophy of making your interactions with Ken’s Gym Solutions meaningful and helpful.

 

Great Team

Our customer service team is truly passionate and deeply knowledgeable about the products they help you with. We hire carefully, we train our team to make the right decisions, and we have fun together along the way. Our service team is considered to be cheerful experts who know how to support Ken’s Gym Solutions’ customers and really get to the bottom of any issues.

Empowered Team Members

At Ken’s Gym Solutions, we believe in situational judgement over rules. What does this mean for you and your facility, you may be asking? It’s simple – we trust our service team to make the best choices that result in satisfied customers. They have the freedom, latitude and empowerment to call their own shots when it comes to making things right with customers. We thrive on “thank you”; being helpful heroes to our customers is its own reward.

Honest, Open Conversations

You know that feeling you get when you’re on the phone with a service representative and you can tell that they are reading word-for-word off a script? It can feel frustrating and disparaging. Luckily, that is not something you need to worry about when you contact Ken’s Gym Solutions’ Service. Our team members have actual conversations with you and are not asked to try and keep calls short. They want to hear everything from your side and make sure they’re getting the full story so you get the best service.

Incentivised to Provide the Best Support

While many customer service teams are required to hit a quota or a certain number of calls or cases they need to wrap up, Ken’s Gym Solutions’ customer service is not. We expect our team to do the best thing for customers and that includes taking the time to do things right. Additionally, our warranty savings come from the quality of the products we produce, not restrictive customer support policies, unlike many large corporations.

Invested In Customer Experiences

We strive to provide the best support and experience possible for our customers – from start to finish, and beyond. We will take care of you from the moment you express interest in Ken’s Gym Solutions products until long after you buy.

Parts in Stock Year-round

Let’s face it: without replacement parts available, no customer service team can be effective. Ken’s Gym Solutions places great importance on having the parts customers need, when they need them. We have parts warehouses in Gujarat, Maharshtra, Madhya Pradesh & Chennai. Nationally Ken’s Gym Solutions maintains a 2.5 million inventory of parts from various brands within our warehouses and has a 96% off-the-shelf availability rate on parts year after year.

Cross-Team Collaboration is a Must

The Ken’s Gym Solutions customer service team is located at our Rajkot headquarters office in Gujarat. This is the very same office as our marketing, sales, engineers and senior leadership team. We use this close proximity to foster connections across teams, leading to a strong collaborative environment that is ultimately based on making sure our customers are happy through and through.

Let the NPS Speak for Itself

Our philosophy for customer service sets the tone for every decision our team makes. It’s the foundation for each interaction with our customers, and in the end, our most important metric is our customers’ feedback about how we’re performing. That’s why we are proud to share our great global Net Promoter Score (NPS) of 44. It shows that Ken’s Gym Solutions customers are pleased with the support they have received from our service team.

(How is NPS calculated? Glad you asked. When our customers are surveyed “How likely are you to recommend Ken’s Gym Solutions’ service to a friend or colleague?”, they select an answer on a 0 to 10 scale, with 10 being the highest. Then, the percentage of those who pick a score of 0 – 6 are subtracted from the percentage of those who chose a score of 9 or 10. People who chose 7 or 8 are passive, or neutral. The resulting score is then analyzed into a chart like the one below.)

At the end of the day, everyone who works at Ken’s Gym Solutions is involved in customer service in some way or another. We want to make sure that you have the best experience with your Ken’s Gym Solutions products throughout their entire lifetime.

Have questions or need to get in touch with a Ken’s Gym Solutions customer service expert? We’re here for you.

Give us a call at +91-9825826888 or click here to contact us.