In 1992, the U.S. Congress declared Customer Service Week a nationally recognized event celebrated annually during the first full week in October. Customer Service Week is now a global celebration of the significance of customer service and the dedicated individuals who serve and support customers daily. Here at PCI, we want to celebrate our hard-working employees who support our clients and highlight their incredible work.
Dedication to Customer Excellence
At PCI, we strive to not only meet but also exceed customer expectations. Many of our support team members have been in the same shoes as our clients and have worked in the industry. We can relate to what they are going through and how they feel. We understand the importance of getting support promptly, so we have that connection that makes our team and support stand out.
As part of our training on how to relate with our customers, we consider how each client would best receive information. For example, are they more likely to retain the information we cover during a screen share by driving the session and clicking the buttons, or watching and taking notes? Do they need a quick yes/no, or do they need the details? These are all things we listen to or even ask when creating that relationship of working with our clients.
We are proud that our customer service stands out because we are determined to find solutions for our customers. PCI has many different subject matter experts available to assist other PCI employees or customers. That internal resource lets us respond quickly to our customers’ unique questions and issues.
Making Customer Service a Priority
As a company, we provide a service – whether doing the day-to-day accounting, fielding random questions, or designing a system – to our customers, and all of us, in turn, are in a customer service role. PCI’s success is based on our continuing to provide exceptional customer support. We ask our team to be respectful, responsive, and resourceful.
Good Customer Service is a Partnership
Good customer service starts with communication. Customers feel a sense of partnership when they know what’s going on. Even when a deadline can’t be met, customers will show a lot of grace if they are communicated about the need to extend a deadline. Here are some additional hallmarks of outstanding customer service:
- Thorough communication
- Ability to prioritize
- Time management
- Pleasant bedside manner
- Knowing when to pick up the phone and have a conversation
- Patience
- The ability to teach
- Empathy
- Following up
- Responding quickly
Your Partners in Digital Transformation
PCI provides comprehensive support for software license expansions, renewals, and user inquiries. We are a dedicated team of experts aiming to exceed client expectations and deliver impactful solutions. We ensure that every detail of your software support needs is met with unwavering support and tailored solutions. Contact us today to learn how we can support your business’ growth.
