While customer service is often about
action, it always begins with listening.
Businesses must first understand the
needs of their clients before they can
adapt and make the appropriate changes
to serve them.
At CBIZ Inc., this listen-then-act mentality
permeates the entire culture and is apparent
from the earliest stages of client interaction.
Before regular communication even takes
place, employees at the professional support
consultants and services provider first ask
their clients what methods of communication they prefer, invoice and billing procedures, and anything else that’s important to
them.
Once those preferences are established, the
firm conducts face-to-face planning meetings
with the client’s key representatives to help
identify, prioritize and take action on their top
business and personal finance issues. The
sessions can take anywhere from three to
eight hours — whatever it takes to truly listen
to every need, goal and concern.
Those meetings are just an extension of the
firm’s and President Jerry Grisko’s overall
promise to customers. In addition to diligently listening to all the client has to say, CBIZ
also promises to give each customer the
utmost attention and care, to respond to a
client’s urgent needs when and wherever, and
to proactivelyaddressthe needs ofeach client
with the best service, advice and products.
Such promises aren’t empty pledges. The
firm backs them up with a guarantee to correct any situation to the client’s satisfaction.
Even though it places such emphasis on the
needs of clients, CBIZ also listens to the
needs of its own employees. In an attempt to
makethembettercommunicators,CBIZoffers
employees membership in Toastmasters
International to hone their speaking, communication and presentation skills. It also is a
member of The Institute for Management
Studies, which gives employees the opportunity to attend workshops that help them
achieve their leadership potential.
HOW TO REACH: CBIZ Inc., (216) 447-9000 or www.cbiz.com
