Whatever it takes
How InfoCision Management Corp.emphasizes the value of prompt,accurate, courteous customer service
By Sue Ostrowski
Smart Business Akron/Canton | June 2007
Page 1 of 1
At InfoCision, meeting clients’ needs is
the company’s No. 1 priority, and its
employees are willing to do whatever it takes to ensure that clients receive the
highest return on their investment.
The company — headed by President
and CEO Carl Albright — doesn’t have a
one-size-fits-all program. Instead, an expert
team of marketers designs each client’s
telemarketing program
to generate results that
meet or exceed goals.
To make sure employees
are on board with its focus
on customer service, Info-Cision hires mature, experienced communicators
who view telephone marketing as a career
and who have a commitment to excellence
not seen elsewhere in the industry. Through
intensive training — which puts a strong
emphasis on excellent customer service —
employees become experts in interpersonal
communication skills and the product line
being marketed, allowing them to give a personalized, flexible presentation on behalf of
the company’s clients.
As part of that training, InfoCision
encourages all employees to adopt a
“whatever it takes” attitude to get it right
the first time, which could mean working
extra hours, traveling to various locations
or helping other employees with problems.
But the culture of customer service does-n’t stop with training. InfoCision has developed a quality assurance system in which
employees are consistently monitored, pinpointing concerns early and correcting
them before they become problems.
This stress on customer service excellence begins at the top, with upper management preaching quality customer service and ethical behavior and practicing
what they preach.
As a result, whether a person’s job deals
with helping clients or supporting other
employees, the entire staff understands the
need to provide prompt, accurate and
courteous customer service.
HOW TO REACH: InfoCision, www.infocision.com
