Just about any service company will bombard you with promises about how well you'll be taken care of when you do business with them. With their emphasis on customer service and centuries of combined experience, what could possibly go wrong? It may be tempting to believe these big promises (not really) but we're all human and unfortunately things aren't always so perfect. And that's when you find out what kind of company you're really dealing with.
Instead of making lofty promises, we like to keep it really simple. Internally we have just one rule about customer service at PSS:
Cliché? Maybe. But it's clear to everyone at PSS what this means, so we run with it. It drives the right behaviors, and it sets a Standard of Care that helps us delight our customers.
Saying it is one thing. If you want to know what kind of service to expect from PSS, here are some examples of how we live it:
Have you ever felt chronically misunderstood? That's no way to build a productive relationship. When you hire PSS, you'll notice immediately that we ask a lot of questions. We can't look at things from your perspective until we get to know you. We begin every professional services engagement with a requirements discovery session. Instead of concentrating on just the immediate project requirements we make sure we gain an understanding of your whole call center environment- from architecture to information flow, key processes to business objectives. We do the same for new support customers- instead of waiting for you to call us with a problem, we proactively gain an understanding of your complete environment. This understanding helps us walk in the customer's shoes when we serve you on a daily basis. (Side bar links to support & PSO engagement process)
Nothing is more frustrating than having to rely on someone who doesn't have the same sense of urgency that you do. That's why you get immediate assistance from trained professionals when you call our support line to report a problem. We treat every call like a level one outage until the customer agrees that its priority can be lowered. In other words, we don't decide how important a service call is-you do.
We've all dealt with vendors who insist they always put the customer first-as long as it doesn't hurt too much. When you walk everywhere in the customer's shoes, you have to be prepared to make some tough decisions for your business. Sometimes what's good for the customer isn't so good for your business in the short run. So you have to have faith that doing the right thing for the customer will benefit both of you in the long run. We've made those tough decisions, and we'll be happy to share some stories with you. All you have to do is ask.