“We are what we repeatedly do.
Excellence then, is not a single act, but a habit.”
Customer service, for me, is not just having quarterly surveys completed which state that we deliver a high standard of service to our customers, it’s so much more than that.
I believe that customer service is the process of developing (and maintaining) a working relationship between a customer and a business, which establishes an honesty that is relied upon. At Nitec, for instance, we don’t just want to be our customers’ IT provider, we want to be their business partner. We strive to achieve this by letting our customers know that, by working with us, the advice our consultants provide can be trusted, the service that our engineers and Project managers deliver can be depended on and we will always be working in the background and foreground to ensure that the best possible business service and customer service is delivered.
If done correctly, excellent customer service becomes a habit and everyone in a company has their part to play in delivering excellent customer service. The entire team needs to be enthusiastic, motivated and excited about delivering high–quality service.
Personally I enjoy having a good chat, which is likely a big part of why I love my job so much – because I have the opportunity on a daily basis to be meeting, chatting and communicating with our customers.
Over the last 12 months I have focused on getting out to meet our customers on a regular basis. My meetings take various formats, it could be a visit just to catch up with an existing customer that I haven’t seen in a while, meeting new customers coming onboard, conducting Security Reviews or Annual Reviews, chatting through monthly reports or running events.
Being able to get out to meet and get to know our customers means I am able to gain a better understanding of their needs and what solutions we can offer to best suit these needs. In addition, I am able to build a rapport and develop a relationship which is also based on trust, which allows for open and honest two–way communication.
In recent times, one of my main priorities as Customer Service Manager has been educating our customers on security. Security is at the forefront of all our services, as we work to ensure that our recommendations will keep our customers’ networks and data as secure as possible. Over the last eight months our MD, Nigel Mulholland, and I have been delivering security reviews to our customer base and we have also been offering end–user security awareness training. End–user training is an essential element to ensuring that businesses stay secure. In 2015, 31% of UK businesses suffered staff related security breaches, increasing from 22% the year before (Information Security Breaches Survey, 2015).
A saying that is frequently heard around our office is “A successful outcome for Nitec is end–users being served well by technology” and, in order for us to achieve this successful outcome, we must first serve our customers well. If we know our customers, their needs and their expectations then they can place their trust in us to deliver the best ongoing IT solutions and service.
If you would like to find out more about any aspect of our service offering, please don’t hesitate to get in touch.
Customer Service Manager