Questions and Answers
What does the company prioritize to minimize customer disruption?
What is the condition for Cisco's total satisfaction guarantee to be valid?
What can a customer do if they are not totally satisfied with their equipment?
What is the result of the company's customer-centric approach?
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How long have some customers been supported by the company?
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Why is the written guarantee important to the company?
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What is the primary goal of Exascale's service excellence?
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What is the significance of Exascale's net promoter score?
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What is the role of genuine curiosity in Exascale's sales process?
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What is the primary benefit of signing a maintenance agreement with Cisco?
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What is the significance of timely responses in Exascale's sales process?
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What is the role of clear communication in Exascale's sales process?
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What sets Exascale apart from its competitors?
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What is the result of following up promptly on any open item in Exascale's sales process?
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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.
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Description
Learn about the importance of exascale services and service excellence in ensuring customer satisfaction and building strong relationships.