As part of an initiative to further strengthen customer service, TCL has announced the appointment of Chris Luna to the post of Vice President of Customer Advocacy for TCL North America. A customer support and service industry veteran, Luna has been tasked to continue to focus on the company’s service touch points well beyond the purchase.
Luna, according to the announcement, helped launch TCL’s TV business in North America and was responsible for transforming its Technical Support, Customer Service, Field Service and Reverse Logistics departments into a Customer Advocacy organization. Before joining the TCL in 2015, Luna held a number of operational leadership roles throughout his career. During his most recent tenure at Belkin International, he led the global support operations for the Belkin, Linksys and Wemo brands, in addition to all service marketing and strategic sourcing functions.
With more than two decades of experience, Luna, in this post, will play a critical role in growing the next generation of high-performance leaders and strategic partnerships to serve TCL’s customers, says TCL. Including his own Stevie Award for Customer Service Leader of the Year, Luna has assembled a Customer Advocacy team that has won Gold, Silver and Bronze Stevie Awards for Sales & Customer Service.
With the worldwide quarantine orders, Luna’s team has moved to address the situation and inform customers of any disruptions while keeping lines of communication open. To ease the strain of incoming phone support requests with staff limitations, live chat and email support have been scaled up significantly yet all done remotely to ensure employees are home safe. Additionally, the flexibility built into TCL’s field service strategy has allowed the team to not only provide the same level of service quality, but to adjust for special circumstances where there is even more need to go above and beyond for TCL customers.
“Our customers are doing their part by staying in their homes during this pandemic, so we want to do our part in making sure their TCL products are making life more enjoyable,” said Luna in the announcement statement. “TCL’s goal has always been to help customers get the most value from their products, and we plan to deliver on that even during times of crisis.”