Customer Support Vision

To provide exceptional Customer Support

We will:

Listen to the customer - and extract from their feedback information that moves the company and our service levels forward.  This not only encourages repeat sales, but gives us a superior edge, rivaled by no other companies in our field

Communicate relevant information - this allows us to gauge the current customer climate.  What they want, what they would like, what they have enjoyed etc.

Focus on ownership - any issue we take the time and effort to conclude, we do so by taking ownership of it and accepting our accountability for its end result.  In this way, the customer can recognize that we do care and we do want to help, and make it our mission to do so.

Maintain team spirit - it is essential that we all respect each other and support each other.  We need this mutual respect to keep the team proactive and above all, happy.

How do we get there?

Maintain creativity – we need to keep thinking about how we can make the business work more efficiently.  Creative thoughts and suggestions can range from technical procedures that would assist our roles, to thoughts on products aired through an internal suggestion box. 

Creative is anything that we think could benefit the company, is accessible and keeps our minds ticking over.

Maintain and expand views day – we need to keep collating customer feedback with a view to proactively initiating change and development within the company. By keeping the rotation of the survey questions interesting and dynamic; and by ensuring that we keep up the enthusiasm to ensure its longevity.

To embody the vision – we need to keep the Vision alive in the work place.  By constant encouragement and support for each other we can make the vision flourish, and at the same time ensure the workplace is a creative and fun environment.

Living the Customer Support values – we will make every decision and complete every action with our values in mind.

Customer Support Team values

The following Values will be practiced and considered in all actions that we do. Whether we are dealing with customers, the team, the business or a third party they should embody everything we do.

Openness – everything you do should be open and honest.  Always tell the customer the truth as if you don’t it will only catch up with you in the end.  If you have any inkling that what you are saying may not be possible then don’t say it.

It’s also about sharing best practice and having a knowledge share between friends and colleagues. Have the courage to say what you believe in and what you think is right.

Simplicity – keep things as simple as possible for yourself, the business and the customer. Why have 5 steps when 2 will do?  Don’t use jargon it will only confuse the customer and yourself!

Integrity – we do what we say.  This about fulfilling our promises and not disappointing our customers or colleagues and being accountable for your actions.

Creativity – we encourage and are inspired by creativity.  This about thinking outside the box, having the courage to speak out and you will be rewarded by see it happen in front of your eyes

Responsibility – take responsibility for your actions, yourself, the team, the business and lastly but most importantly your customer.