Exascale Services and Customer Excellence

Questions and Answers

What does the company prioritize to minimize customer disruption?

Equipment maintenance schedules

Sales targets

Customer satisfaction surveys

Critical issues (correct)

What is the condition for Cisco's total satisfaction guarantee to be valid?

The machine is continuously under a Cisco guaranteed maintenance agreement (correct)

The customer has referred another customer to Cisco

The customer is satisfied with the equipment

The customer has purchased the equipment within the last year

What can a customer do if they are not totally satisfied with their equipment?

Exchange it for similar equipment of equivalent age, condition, and volume (correct)

Cancel their maintenance agreement

Leave a negative review

Request a refund

What is the result of the company's customer-centric approach?

Customers returning year after year Signup and view all the answers

How long have some customers been supported by the company?

Over four decades Signup and view all the answers

Why is the written guarantee important to the company?

It makes the company a trusted provider of business equipment Signup and view all the answers

What is the primary goal of Exascale's service excellence?

To build relationships with customers through effective communication Signup and view all the answers

What is the significance of Exascale's net promoter score?

It reflects the trust and satisfaction of customers Signup and view all the answers

What is the role of genuine curiosity in Exascale's sales process?

To understand each prospect's unique challenges and needs Signup and view all the answers

What is the primary benefit of signing a maintenance agreement with Cisco?

Priority service with a four-hour response time Signup and view all the answers

What is the significance of timely responses in Exascale's sales process?

To demonstrate dedication and build relationships Signup and view all the answers

What is the role of clear communication in Exascale's sales process?

To ensure prospects receive information transparently and effectively Signup and view all the answers

What sets Exascale apart from its competitors?

Its commitment to providing best-in-class white glove service Signup and view all the answers

What is the result of following up promptly on any open item in Exascale's sales process?

It solidifies rapport and trust with customers Signup and view all the answers

Study Notes

Exascale Services

Exascale services are at the heart of everything the company does, exceeding customer expectations from the first interaction to ongoing support.

Service Excellence

Service excellence is a collective effort requiring total commitment from every department within the organization.
It involves moving beyond transactional sales processes and prioritizing relationship building through:
- Effective communication
- Genuine curiosity
- Timely responses
Clear communication is foundational, ensuring prospects receive information transparently and effectively.
Genuine curiosity helps understand each prospect's unique challenges and needs, enabling customization of the approach.
Probing questions create an environment where customers feel comfortable sharing their unique challenges and goals.

Net Promoter Score

The company's net promoter score reached an impressive 90% in recent years, reflecting customer trust and satisfaction.
The score sets a standard for excellence in the industry, driving profitable growth.

Cisco Maintenance Agreement

Customers who sign a maintenance agreement with Cisco receive substantial benefits, including:
- Priority service with a four-hour response time for devices that are completely down
- A total satisfaction guarantee, allowing customers to exchange equipment if not totally satisfied
The written guarantee, item 11 on the Cisco guaranteed maintenance agreement, ensures customers are totally satisfied with their equipment.

Customer Centric Approach

The company's customer-centric approach differentiates it in the market and keeps customers returning year after year.
The company is proud to have customers that have returned to them for support for over four decades.