Customer Interaction
Customer communication is to be non-scripted, friendly and professional at all times, no exception, our communication must be music to their ears
Use Provided Tools
Always remember, make use of the productivity tools to ensure we are always in top of things, make notes, don’t let things slide, don’t miss things, be proactive
Proactive/Responsive
Procrastination is a dirty word. This is a bad habit and won’t be allowed. If there is something to be done, do not put it off until later, do it right away
Never In The Dark 1
No one should die wondering. This is not negotiable. We will never use terms such as “I will get back to you when I have an answer” or “Nothing has changed so I didn’t call back
Never In The Dark 2
Every response relating to service delivery and support is to be accompanied by a time line within which we WILL respond, regardless of whether we have valid feedback or not
Zero Vaguery
Every response is to be clearly articulated with concise detail. Rather collect all the relevant information and provide prompt feedback.
Informed Decision
Do not make gross assumotions, make sure you have all the information up front and make properly informed decisions, if you do make a mistake apologise heartiilly
Never Arrogant
Never be anything but totally respectful and read these principles each morning before you begin, these are t he core of what makes us unique, Nothing less is acceptable