Customer Satisfaction is More Than Call Satisfaction

Blog by Sophie Klossner, HDI Membership/Local Chapter Director
with permission from Jeff Brooks, Sr. Manager, Peak 10

In HDI’s May/June 2010 issue of Support World Magazine Jeff Brooks writes about the Peak 10 Experience.  Peak 10 provides comprehensive managed services for its customers, allowing them to leverage full-time expert engineering and focus their resources on growing their business.  Jeff, Peak 10’s Senior Support Manager, works in their support center in Charlotte, NC and just recently won HDI’s External Team Excellence Award for 2010.   In Jeff’s Support World article he refers to a sign hanging in Peak 10’s Charlotte office that contains some advice for employees and visitors to their office. 

• A customer is the most important person ever in this office, either in person or otherwise
• A customer is not dependent on us, we are dependent on him
• A customer is not an interruption of our work; he is the purpose of it.  We are not doing him a favor by servicing him.  He is doing us a favor by giving us an opportunity to do so
• A customer is not an outsider to our business; he is a part of it
• A customer is not someone to argue with.  Nobody ever won an argument with a customer
• A customer is someone who brings us his wants.  It’s our job to fill them

In Jeff’s article he states:  “We all recognize that in the service provider business, and short of any tangible product being sold and delivered, our services and reputation drive our business.”

What does your support service say about your business?  Think about it.  If you like what you see, share your successes with your customers and your team.  Together you make your support service better, stronger and more powerful.