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In the corporate world, issues such as improving customer service, business efficiencies and productivity and market share are usually the primary concerns for any company. Not at Smart! Unlike other corporations, at Smart our goal is to improve the lives of our customers by providing relevant and necessary services and products where they need it the most or simply, by giving back to the community.

This summer, Smart commissioned its’ Community Building Team comprised of staff members and tasked the team with finding ways in which the company’s Smart Cares Program could make the most positive and far reaching impact in the community. It was not hard for the team to realize that with the current economic crisis in Belize and crime spiraling out of control, our youth continue to be at risk and that any contribution made by the company would have to assist in providing a healthy and educational alternative.

With that motivation, Smart identified and assisted summer camps all over the city. These camps allowed young people from Belize City to have fun while learning and developing essential life skills like discipline and team-work. In addition, Smart’s Committee Building Team chose one larger summer camp and played a greater role in terms of financial assistance

and the donation of materials and supplies. In its sixth year, the Eder Alamilla Art Camp has grown in size and impact, now offering more than 150 children between the ages of 5 – 17 the opportunity to express themselves through arts & craft. Smart was happy to lend a helping hand and the program was a resounding success!

With school opening, Smart decided to go one step further by initiating a school supplies program targeting the poorest schools in Belize City. With information from the Ministry of Education, the team selected five schools which they visited, handing out backpacks loaded with learning supplies. It is a start but the Smart Cares Program has already pledged to expand to include schools from every district.

There is nothing more important than doing good for the community, and as a responsible and caring corporate citizen, Smart is committed to making a difference where it matters most.

Smart & You!

Smart and YouStaying SmartHere’s SmartyThe 10 Commandments ofCustomer Service (part two)Focusing on the Features

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Bringing People Together

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Issue 2 - November 2010

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Since our last issue was released in June, our Smart team has been hard at work ensuring customer satisfaction because when WE say it’s all about you, we mean it. In just five years, Smart has managed to attract a significant portion of the telecommunications market in Belize, and we are growing everyday! YOU have made that happen for us and because you demand excellence in customer service, increased coverage, better rates and more features, we are making that happen for you.

Increased Coverage

To ensure that the needs of customers all over the country are being met, our teams of skilled and committed technicians are constantly being dispatched to every corner of Belize to test and improve our coverage and quality of service. Over the last three months, Smart technicians have installed new towers in Caye Caulker, Orange Walk Town, Palmar & Trinidad in the Orange Walk District, Corozal Town and Louisville in the Corozal District. These towers have improved coverage in the Cayes and throughout

the north. Our technicians have already installed and powered up repeaters in the villages of San Estevan (Orange Walk District) and Copper Bank (Corozal District). In the immediate future, Smart will install additional repeaters in Armenia, Mile 21 on the Hummingbird Highway and at Maya Center on the Southern Highway. Look for our technicians in your area soon, and let them know how Smart is working for you!!!.

3G TechnologySmart is in the final stages of implementing our new 3G network that will allow customers to access amazing services and applications at faster speeds. The expansion to our network is a giant step forward for telecommunications in Belize.

Our new 3G technology, increased services, better coverage and our growing array of phones and features will offer the best wireless experience whether customers are roaming or right here at home. Smart, we bring people together!!!

Staying SMART!

Expansion

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• Whatcanyoudotofollow-upandthank people even when they don’t buy?

• Whatcanyougivecustomersthatistotally unexpected?

• Get regular feedback. Encourage and welcome suggestions about how you can improve. There are several ways in which you can find out what customers think and feel about your services.

• Listencarefullytowhattheysay.

• Checkbackregularlytoseehowthingsare going.

• Provideamethodthatinvitesconstructive criticism, comments and suggestions.

• Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

• Appreciate the power of “Yes”. Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Always look for ways to fulfill your customers’ needs and your business will grow. Always make a customer know that you are willing to go the extra mile to help them. Always do what you say you are going to do.

• Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

• Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

• Whatcanyougivecustomersthattheycannot get elsewhere?

The 10 Commandments of Customer Service (part two)

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Recently Smart introduced its new mascot Smarty as another means of giving back to the community. Smarty travels to remote locations all over the country spreading the word about Smart’s increased coverage and knockout features. Customers can keep track of Smarty’s travels every week and text in its current location to enter a raffle to win $50 credit. It’s a fun, innovative and interactive way in which Smart can keep its customers updated while offering them a chance to join the Smart world and win big…

Where will Smarty be this week? Keep watching and don’t forget to text in your answers and

WIN $50 credit!…

Here’s Smarty

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With a team of young, visionary minds committed to making your Smart experience the best it can be, new products are continuously being added to our repertoire including: Smart Circle, SMS to Email, Directory Assistance, Missed Call Alert, Collect Call, and Calling Card. With dedicated IT and Network engineers we are confident that we will continue to meet the demands of a customer base that has an insatiable “appetite” for cool new features and services.

Did you know…

That Smart currently offers postpaid customers roaming services in Mexico, the United States, Canada and Trinidad? Currently the company is working to allow customers to roam in the Caribbean.

And did you know…

That Smart will soon offer prepaid roaming to customers? Currently our technicians are in the final testing stage, and pretty soon customers will be able to enjoy roaming services on their prepaid Smart phones. This feature will first benefit customers travelling throughout Mexico for business or pleasure, but by early next year prepaid customers travelling to the US will be able to access roaming services.

In our next issue we will take a look at the new features being worked on by our amazing engineers.

Focus on the Features…

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Enjoy the flexibility of our NEW PostPaid PlanNEW!

INTERNATIONALA special Plan for only International calls

Lowest International Calls In BelizePer Second Billing from the 1st second

Pay For What You Use

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2.5 mls. Northern HighwayBelize CityCustomer Service:*1090/ *1091/ *1092/ *1093 Br

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