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It’s a New Year; let’s make it a Great One!

This is a picture of a man and a woman celebrating the new year as they look forward to a 2014 full of Sound Telecom customer service.
Happy New Year! I love this time of year, because it’s a time of new beginnings and fresh starts.  It’s also time for us to put our fingers on the pulse of our customers to see what they think about us and the service we provided them during the previous year.

That’s right! Here comes the January 2014 customer satisfaction survey. Keep an eye out for it. Very soon we will have valued input from our customers.  We’ll see the areas where we met or exceeded their expectations and the areas where improvement will be needed.

As the Director of Customer Relations, I value what our customers have to say about the service we provide them.  I want to know what’s on their mind and hear their input, all of it, whether it’s good or bad.  The input our customers offer gives me an opportunity to make necessary adjustments among our call center agents, clear up misunderstandings and adjust account settings. I intend on making sure our service levels met their expectations and needs.

The survey provides me with a benchmark to see if the goals we set in delivering an excellent customer experience, (which is our ultimate goal here at Sound Telecom) are met.  We set out to meet or exceed our customers expectation, as we try to aim high on every account.  Anyway, the survey gives us an opportunity to see where we stand.  From that point we can fine tune or calibrate to get all the bugs worked out and things where they need to be.

Once again, Happy New Year to all of our Sound Telecom customers! May you all be in good health and be proper in all that you set your hand to do this year.  We are happy that you have partnered with us to help you in your success this year.

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About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.