Systel Customer Service

Questions and Answers

What is the primary reason for prioritizing critical issues?

To increase customer satisfaction

To promote the systel guaranteed maintenance agreement

To reduce equipment costs

To minimize customer disruption (correct)

What is guaranteed under the systel guaranteed maintenance agreement?

Total customer satisfaction (correct)

Equipment maintenance for a fixed fee

Machine performance at peak levels

Equipment functionality for a lifetime

Under what condition can a customer exchange their equipment?

After a minimum period of one year

If the equipment is defective

If the customer is not totally satisfied, and the machine is under a systel guaranteed maintenance agreement (correct)

At any time, without any condition

What is unique about systel's customer centric approach?

It prioritizes customer satisfaction above all Signup and view all the answers

What is the result of systel's customer centric approach?

Customers return year after year Signup and view all the answers

How long have some customers been returning to systel for support?

Over four decades Signup and view all the answers

What is the net promoter score that Systel has reached in recent years?

90% Signup and view all the answers

What is the primary focus of Systel's service excellence?

Relationship building through effective communication Signup and view all the answers

What is the benefit of asking probing questions when engaging with prospects?

It creates an environment where customers feel comfortable sharing their unique challenges Signup and view all the answers

What is the priority service commitment that Systel makes to customers who sign a maintenance agreement?

Responding within 4 hours to any device that is completely down Signup and view all the answers

What is the role of clear communication in Systel's service excellence?

It is a foundational aspect of the sales process Signup and view all the answers

What is the result of following up promptly on any open item with customers?

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

What sets Systel apart from its competitors?

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

What is the goal of Systel's service excellence efforts?

To drive profitable growth and set a standard for excellence in the industry Signup and view all the answers

Study Notes

Commitment to Service

Service is integral to Systel's operations, embodying the core of their business philosophy.
Exceeds customer expectations from initial contact through ongoing support.
Distinctive "white glove service" differentiates Systel from competitors.

Customer Satisfaction Metrics

Net Promoter Score (NPS) reached 90% in recent years, indicating high customer trust and satisfaction.
High NPS contributes to profitable growth and establishes a benchmark for industry excellence.
Future discussions by the Vice President of Service will delve deeper into NPS details.

Service Excellence

Service excellence transcends post-sales processes; it is a comprehensive effort involving all departments.
In sales, focus shifts from transactions to relationship building through effective communication and genuine curiosity.
Clear communication fosters transparency, ensuring prospects receive necessary information effectively.

Customer Engagement Strategies

Genuine curiosity helps understand unique customer challenges, allowing for a tailored approach.
Probing questions during interactions create a comfortable atmosphere for sharing client goals and concerns.
Timely responses reinforce dedication and enhance relationship building with customers.
Prompt follow-up on outstanding items solidifies trust and helps maintain competitive advantage.

Maintenance Agreement Benefits

Priority service commitment: response within four hours for completely down devices to minimize business disruption.
Total satisfaction guarantee is included in maintenance agreements, ensuring customer contentment with leased or purchased equipment.
Customers can exchange equipment under the satisfaction guarantee if they are not fully satisfied.

Long-Term Customer Relationships

Trust established through written guarantees enhances Systel's reputation as a leading business equipment provider in the U.S.
The customer-centric approach fosters loyalty, leading to recurring business over decades.
Systel is proud of its long-standing relationships, with some customers supported for over 40 years.

Description

This quiz assesses your understanding of Systel's customer service approach, which prioritizes exceeding customer expectations and providing white glove service. It covers the company's commitment to customer satisfaction, as measured by its net promoter score.