This quote perfectly sums up the principles of great customer service, and it’s something we strive for here at Spectrio.
When any client calls in, every member of our staff is empowered to help answer questions or direct them to the correct person or department. Whether they need their customer center login information reset, to know the status of a production, or for help loading audio to their equipment, anyone can assist.
We don’t have an “official empowerment policy” but if we did, it would sound something like this:
Even if my name is not on the customer’s record, when I answer the phone, it’s my responsibility to take ownership of the call and the customer, and see their issue through to completion.
If I don’t know the answer to the customer’s questions, I’ll find someone that does. If that person is unavailable, I won’t say, “Sorry, I can’t help you,” and pass the customer through to voicemail. I’ll get their contact information and assure the customer that I will personally make sure that their issue is handled. I will also give the customer MY contact information, should they ever need anything in the future.
And instead of saying, “No, we don’t do that here,” I will let the customer know that I will check into it and get back to them.
Many times, a customer just wants the simple reassurance that you’re taking care of their issue and that they can call your direct extension if they need any other assistance.
In the days of large call centers and anonymous operators, it’s refreshing to find a personal touch when it comes to customer service. We look forward to providing that type of personal service to all Spectrio customers!