Smart Business asked the sponsorsof the World Class Customer ServiceAwards to share their customer service philosophies. You can read the full answers to five distinct questions by visitingwww.sbnonline.com.
SummaCareWhat is your organization’s philosophyof customer service?
We believe that every employee isresponsible for customer service and committed to creating a service culture thatembodies the Servant Leadership philosophy as described by author RobertGreenleaf, in his book “The Servant asLeader.”
We strive to serve by putting our customers’ needs first and espouse throughout our organization that ‘If you are notserving the customer, you better be servingsomeone who is.’ Therefore, we put greatemphasis on not only the external service we provide but also on the internal servicewe give each other to ultimately best serveour members, providers, employers andbrokers. Reach SummaCare at (330) 996-8410 or www.summacare.com.
Blue TechnologiesHow have you created a culture of customer service in your organization?
We have two programs that really impactcustomer service — BEI and Own the Call.BEI allows us to sort all service calls monthly by three categories — response times,callback and parts consumption. At month’send, we rank our service technicians andreward them financially based upon theirmonthly results. This has allowed them toreceive recognition for their performance aswell as grow professionally.
Own the Call says, “One call, one dedicated person” who should be able to service acustomer and service the customer well.New-hire training educates how important every phone call received and made is forthe future of the company. If an employeereceives a misdirected call, it is theirs and isowned until the customer’s request is complete. Additionally, we promise the customers that concerns will be remedied within three hours. Reach Blue Technologies at(216) 271-4800 or www.btohio.com
Sky BankHow does your organization make clientservice a competitive advantage andprice less relevant?
We look to our employees to go the extramile. We believe strongly, as do our competitors, in deep client relationships.However, we differentiate ourselves fromcompetitors in the manner in which weembrace our client service philosophy. Inour region, we developed eight commitments that we make to our clients as wework with them to meet their financialobjectives. Each and every Sky associate lives by these commitments: We know you,listen to you, understand your needs, identify solutions, follow through on commitments, earn your relationship and yourtrust, and we care about you.
Reach Sky Bank at (866) SKY-BANK orwww.skyfi.com
Cleveland Clinic Health SystemWhat is your organization’s philosophyof customer service?
“Patients First.” Cleveland Clinic exists toprovide the best possible outcomes forevery patient. The culture of ClevelandClinic is focused entirely on clinical success, boundless compassion and care forthe special needs of the sick and their families. A culture that embraces “PatientsFirst” promotes an environment of healingby focusing on the emotional and physicalwell-being of patients and the staff whocare for them, directly and indirectly. Italso affirms the importance of excelling inresearch and education for the advancement of medicine and improved patientcare.
A culture centered on “Patients First”acknowledges that the technical aspects ofwhat we do are not enough. It takes the
integration of clinical treatment, empathyand the best physical and emotional experiences to positively impact a patient’s perception of care and the outcomes of his orher treatment.
Reach Cleveland Clinic Health System at(216) 444-2200 or www.clevelandclinic.org.
Executive Caterers at LanderhavenHow have you created a culture of customer service in your organization?
Executive Caterers at Landerhavenremains a family-owned business built onecustomer at a time. With 46 years of commitment, passion and consistency with anunparalleled mix of training, supervisionand attention to detail, our company workshard to retain that passion in all of ouremployees.
We attract and retain those people byoffering good benefits, orientation, customer service training and flexible hours,with an opportunity to advance within theorganization. Reach Executive Caterers atLanderhaven at (440) 449-0700 orwww.executivecaterers.com.
Adesso Fashion for MenHow do you attract and retain employees
who embody your organization’s belief ofcustomer service?
We are proud to have employees whohave been with us for many years. Thismakes our clients feel comfortable as theyget to know us and we get to know them.When we hire new employees, we recruitnot only from inside the retail world butoutside as well. Having excellent customerservice skills no matter what industry apotential candidate is in is more importantthan recruiting someone with similar retailexperience who may not have the samecustomer service philosophies.
Reach Adesso Fashion for Men at (440)333-4778 or www.adessofashions.net.
Hughie’s Audio-VisualWhat is your organization’s philosophyof customer service?
At Hughie’s Audio-Visual, we have notforgotten that our customers are the reason that we have been successful for morethan 50 years. Because of that, we have the“do whatever it takes” philosophy whenresponding to our customers’ needs andrequests. Reach Hughie’s Audio-Visual at(216) 361-4600 or www.hughies.com.