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Customer-Centric Organization      Good customer service means constantly and consistently meeting the needs and wants of our customers. When customers call, with either a question or a problem, they want the right answer and they want it quickly. Customers want to know that they are valued.      "Exceeding expectations" has become a marketing catchphrase, but to actually accomplish that goal means involving the whole enterprise and not just the front-line employees. Even the best customer service or sales departments cannot make up for slow delivery or a product that doesn’t work right.      A good salesperson can sell anybody anything once, but the path to greater profitability lies in first-time customers becoming repeat customers and recommending us to their friends and colleagues. The repeat customer or referred customer cost less in time and effort to find and sell than a new customer. They seek us out and are already convinced of the quality of our product and service.      Small-business telemarketers started MarkeTel Systems for the benefit of small to mid-size business telemarketers. Most of our clients, when they were starting out, could hardly afford to keep a highly paid IT professional on staff.      We first went about making our system as problem free as possible, but we knew as well that we needed strongly customer-focused people to make the whole process run smoothly from beginning to end. Professional sales consultants make sure new clients are fully prepared so they can take advantage of their new dialing system within hours of it reaching their front door. Tech support people, who get direct feedback from our customers, are not only knowledgeable about phone support, but are also directly involved in developing and modifying our products.      Our mission has been, and always will be, helping our customers realize their potential by providing end-to-end solutions and offering exceptional products and services.      This customer culture focus has not only made our customers enamored with our technology but has also had us continually make modifications and additions to our products and services to meet the ever-changing needs of our clients and our industry. Recently, we implemented extended warranty programs to accommodate our clients’ needs for coverage for extraordinary occurrences such as lightning. In December, we have officially launched our new Prospector software, which adds greater versatility to a product already renowned for being simple, reliable and effective.      Even with ongoing dialogue and improvements, we are committed to actively consult and review with our customers. Recently, we undertook a customer survey because we wanted to listen and learn, we wanted to take stock to determine formally if we are maintaining our own high standards.      Asked to rate their overall experience with MarkeTel Systems, those customers surveyed gave us a 93 per cent approval rating. It is gratifying to know in the area of customer service, where 60-65 per cent is considered an acceptable benchmark, our customers grade us as exceptional.      In more specific areas, our tech support people rated just as high. They said tech support responded to their questions quickly, knowledgeably and apparently with a smile.      "I’ve used other dialers before and your tech support is the best. They’ve just been bang on."      "We were blessed to have them on our team. Any time there was an issue, we would call and they would have us up and running within a few minutes."      Our sales consultants were highly regarded as well with an 85 per cent approval rating. Ranked highly for their product and industry knowledge, customers remarked MarkeTel’s reps greatest strengths was their availability to always take a call to answer a question or resolve an issue.      "Sean has good communication skills. He made sure we understood everything."      "Mike has always been there for us. If we had a problem, he made it right."      Even our finance department whose job is to bill people - a usually thankless task - was given a 72 per cent approval rating.      Next month’s newsletter will take a more detailed look at how to increase the rate of customer service in your organization. We will share with you the steps involved to be a high performance organization. << PreviousNext >>

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