1 January 2015

THE CS PULSE

MTICT’s Quarterly Customer Service Newsletter

Volume 01, Issue 01

In This Issue:

� CEO’s Message …………………………….......1

� Feature Ar�cle: Taking Ownership …....2

� The Best of Customer Service: A posi�ve

a)tude counts …………………………...………….3

� Special Feature: Interview with S. Ali ...4

� CS Highlight: I.T Support Working for

You…………………………………………………...…….5

� CSMS Key Achievements ……………….…..6

� CS Comic Corner …………………………….….8

� CS Training Highlights ………...…….……….9

� MT Customer Service Philosophy……..10

CEO’s MESSAGE

Good Day Colleagues,

Welcome to the inaugural issue of Massy Technologies

InfoCom (Trinidad) Ltd. Quarterly Customer Service Newsletter,

The CS Pulse!

Intui�vely, we all know what “good customer service“ is. We all know how we want

to be treated. We certainly know when we are not receiving good customer service. The

natural ques�ons that flow from this thinking are therefore “Why is good customer ser-

vice so elusive?” When we do experience good customer service from a company, why is

it not consistent? What is it about customer service that is so difficult?

My view in part is that most of us as employees start off wan�ng to provide good

customer service, but we are derailed by inconsistencies in approach, technique, system,

procedures and support. It therefore becomes very easy to believe in good customer ser-

vice, but feel powerless to execute because of ……. Add a dose of personal frustra�on

and weak supervision and we end up where we are today.

Addressing customer service therefore needs to have a broader base of ac�vi�es

than simply addressing the “front counter” personnel. We will need to address, among

other things, elements such as employee thinking, employee empowerment, our sys-

tems and procedures, our teamwork, measurement of our ac�vi�es and specific feed-

back from internal and external customers.

Our Customer Service Management System (CSMS) is designed to address these is-

sues. The CSMS is a Massy ini�a�ve aimed at providing consistently high customer ser-

vice across the Massy Group companies. The advantage of this approach is that all com-

panies will be following the same principles, techniques and programme structure, while

allowing for the individuality of each company. In following the programme, we are aim-

ing to differen�ate ourselves from our compe�tors, to build stronger rela�ons ships with

our customers and generally improve our efficiency in customer interface. To achieve

this, we will need the input and buy-in of all members of staff, and given the adage of

“the chain is only as strong as the weakest link”, we do need the support of all staff.

I view this ini�a�ve as a significant opportunity for us. An opportunity to improve

the company and differen�ate ourselves. During this journey, our improvements will not

all occur at once and certainly not in all areas at the same �me. We will therefore have to

exercise pa�ence, co-opera�on, collabora�on, improved feedback and tenacity in achiev-

ing our goals. I believe that we should also stress “ownership”. Ownership at an individu-

al level where customer service really starts and where we each have the greatest sphere

of influence. I therefore look forward to your support during our journey.

~ David Belgrave ~

A s you are aware, one of the major

transforma�on ini�a�ves of the

Massy Group last year was the launch of

our new Customer Service Management

System (CSMS). Since then, a lot of work

has been ongoing behind the scenes and in

this issue, informa�on will be shared on

our key achievements to date.

2015 is going to be an exci�ng year filled

with lots of ac�vi�es and we look forward

to closer collabora�on as we evolve and

transform our customer service. As a wise

person once said, “gaining knowledge is

the first step to wisdom. Sharing it is the

first step to humanity”.

We wish you pleasant reading and would

be happy to receive your feedback. Con-

tact us at

csms.�@massytechnologies.com.

2 January 2015

O wnership. Such a simple yet peculiarly complex word.

A word that is oLen interpreted in different ways by

different people depending on the circumstances. A word

that may even be seen as a cliché to some. But what does it

really mean, especially in the corporate environment? How

does it impact me? What are the implica�ons on customer

service?

Imagine this scenario:

Day 1: You experience a problem with your home internet

service and contact your service provider. You’re told that

they already no�ced the problem prior to your call and a �ck-

et was logged for a technician to provide service within 5

working days. Hmmm, quite efficient, you think.

Day 6: No one has called. No one has come. You call your

service provider and have to repeat the issue again for the

service representa�ve, who then advises you that they do

NOT have a �cket logged on the system for the issue but as-

sures you that a �cket is now logged and the technician will

call the following day given the delay.

Day 8: No one has called. No one has come. You call your

service provider again, ask to speak to the supervisor directly

and are told that you have to explain the issue again before

you are put onto the supervisor. You do so, are finally trans-

ferred to the supervisor and guess what? You have to explain

the issue again. Star�ng to get frustrated yet? At this point,

the supervisor then apologizes for the delays, contacts the

dispatching office for the technicians and gives you the name

of the technician who will...you guessed it, call the next day.

Day 9: No one has called. No one has come. At this point

you are totally frustrated. You call the service provider, advise

of your uOer disappointment in their quality of service and

DEMAND that they send a technician immediately. You are

now officially a ‘DISGRUNTLED CUSTOMER’. The supervisor

commits to personally following through with the issue un�l

it is resolved and offers a rebate for the loss of service.

Day 10 End of story: the technician arrives promptly at 9:00

a.m. the following morning and resolves the issue. Are you

now sa�sfied? Yes, your problem has been fixed. Are you

happy? NO. The quality of customer service provided was so

poor that depending on your tolerance level, you may change

service providers at the first opportunity.

Unfortunately the scenario above is a true story and is one of

many examples of a lack of ownership leading to a nega�ve

experience and a breakdown of the customer//service pro-

vider rela�onship, leaving ample room for a compe�tor to

swoop in and gain a new customer...you.

So then what does taking ownership really mean? According

to David McNair, “taking ownership is really about leaving the

customer in a be�er condi�on than when the contact was

first established”. What that translates to, is that when issues

arise, even if someone is not directly responsible for resolving

an issue, they follow through with the person who is working

on it and ensures that the customer’s needs are met and the

customer’s experience is a posi�ve one. So, here are some

�ps on taking ownership from N. Friedman that we can all

use:

♦ Operate as though it’s your business. Take responsibility.

♦ Walk in the customer’s shoes. What if this were you?

♦ Never say “NO”. Use posi�ve alterna�ves instead if no

other op�ons are available to the customer.

♦ Empowerment of employees is a must!

♦ Resolu�on: s�ck with the issue un�l it is resolved.

♦ Send confirma�on of the resolu�on for closure.

♦ Happiness is the key! Happy employees lead to happy

customers. Walk into your job HAPPY!

♦ Integrity is crucial. Do what is right ALL the �me.

♦ Personal Commitment is cri�cal to customer service ex-

cellence.

Feature Article ~ Taking Ownership...What That Really Means!

3 January 2015

P ossessing and consistently demonstra�ng a posi�ve a)tude is one of the

simplest, yet at �mes one of the most challenging personal aOributes that

one can have. However, it can have significant impact on the outcome of situa-

�ons which ul�mately determines whether the customer has a posi�ve or nega-

�ve experience. As such, we have shared the ar�cle below from E.A. Barnes, Hub-

Page author, to give further insight into the phenomenon of a Posi�ve A)tude:

As a professional customer service representative, you always want to put

your best foot forward. When communicating with customers, your attitude

shows. With a warm and friendly smile, good eye contact and a willingness to be

of service, you look and act the part of quality in control.

A positive attitude affects the work environment. The energy of a positive attitude

produces the spirit of cooperation and helps the work team reach customer satis-

faction goals when team members strive to be at their best performance. So a

positive attitude enhances communication between customer service representa-

tives and the customers being served.

People remember being treated well. They recognize and appreciate courtesy and

kindness. How does your attitude create an effective customer experience? Here

are a few pointers to help you step up your positive personality:

⇒ Be resourceful: Being able to think on your feet is a gift and a blessing.

⇒ Have accountability: Stand by your actions and gain the trust of others.

⇒ Perform follow-up: Ensuring a happy result shows that you care about the

welfare of your customers.

⇒ Get a conscience for quality: Believe in fairness and strive for excellence

⇒ Manners please: Practice the golden rule: Do unto others, as you would

have them do unto you.

⇒ A considerate persona: Be positively genuine. People love to be around oth-

er people who think of them without personal motives.

We all win in the service arena when you are the shining example of a great atti-

tude. Your customers will be happier; so keep up the good work!

CUSTOMER SERVICE

NUGGETS...

1. Always have a posi�ve a)tude.

2. Be conscious of verbal and non-verbal

communica�on.

3. Make it your responsibility.

4. Find the solu�on (offer op�ons).

5. Go the extra mile.

6. Follow up, follow up, follow up.

7. Consistently use established service

standards.

���� 70% of customers will do business with

you again if you resolve their complaints

(Ruby Newell-Legner).

���� A customer is 4 �mes more likely to buy

from a compe�tor if the problem is service

related vs. price or product related (Bain &

Co.).

���� According to a CEI survey, 86% of buyers

will pay more for a beOer customer experi-

ence, but only 1% feel that vendors consist-

ently meet their expecta�ons (Forbes).

���� Customers are 2 �mes more likely to

share their bad customer service experienc-

es than they are to talk about their posi�ve

experiences (2012 Global Customer Service

Barometer) .

The Best of Customer Service ~ A Positive Attitude Counts

4 January 2015

M s. Sharmila Ali is the Senior Manager of the Technical

Support Services Unit and has been with Massy Tech-

nologies InfoCom (Trinidad) Ltd. for over ten (10) years.

Sharmila has always been an advocate for excellence in Cus-

tomer Service and in this issue, she is sharing some of her

thoughts and learnings gleaned from her experiences.

1) What are your thoughts on the new Customer Service

Management System?

This system will definitely be an asset to our organiza�on.

The pillars on which the framework is built encapsulates

care for all stakeholders i.e. our employees, customers,

business partners; underlined by the organiza�on’s com-

mitment to customer service. Equally important, are the

guidelines provided as “Steps of Service” and “Standards

of Success” as these founda�onal elements empower all

employees to transform customer service in our market

place which can poten�ally transcend our general interac-

�ons by us emula�ng socially responsible behaviours thus

improving not just our professional lives but also our per-

sonal lives and well being.

2) In your opinion, what does ‘excellence in customer ser-

vice’ mean?

Trea�ng people in a way that you yourself would like to

be treated.

3) What is/ are the most important quality/ quali>es that

one should possess in order to provide excellent custom-

er service?

Genuine care to understand the needs of others, agreeing

expecta�ons, being relentless in your pursuit to fulfil such

needs, going the extra mile to make this possible and

honouring your word.

4) What are three things that anyone can do differently to

improve customer service performance?

Offer a smile, treat everyone with respect, listen aOen-

�vely.

A li�le about you:

5) What do you consider to be your

most cherished virtue?

My spiritual belief.

6) What brings you the greatest joy?

Seeing others happy and being in a harmonious environ-

ment.

7) What place would you like to visit most and why?

European Tour because I like to have FUN !!!

8) What has given you the greatest personal sa>sfac>on in

your career to date?

When I was able to touch the life of another person, in-

spiring them to make a meaningful change.

9) What advice would you give to anyone to achieve suc-

cess in their life?

Be posi�ve – your mood is infec�ous. Be courageous and

authen�c. Don’t react illogically, be a catalyst for posi�ve

change and con�nually doing good.

10) Any other comments that you would like to share?

Live every day as if it’s your last and use it to leave a posi-

�ve legacy wherever you go and with whomever you in-

teract.

Special Feature ~ Interview with Ms. Sharmila Ali

5 January 2015

T he use of informa�on systems to accomplish our

goals has become an integral part of how we operate

in the corporate environment. Consequently, technical sup-

port is a crucial service to provide assistance to users of

these systems whether it be to improve performance or

solve problems. One such instance is aptly demonstrated in

the following story where excellence in customer service

was achieved by members of our SoEware Services team.

One of the key customers of Massy Technologies InfoCom

(Trinidad) Ltd. (MTICT) is responsible for the registra�on

and custody of cri�cal legal documents and uses an infor-

ma�on system to electronically scan and store these docu-

ments such that they are easily retrievable. Unfortunately,

the users of the system experienced severe challenges with

the response �me of the system resul�ng in con�nuous de-

lays in the retrieval process.

Despite numerous efforts at troubleshoo�ng the problem,

the issues being experienced persisted. MTICT’s technical

team was brought in and research into the issues ensued…

Further to inves�ga�on by the team, a technical solu�on

was found that was suitable based on the issues faced, the

technical environment in which the informa�on system was

opera�ng and the response �mes desired by the customer.

Through collabora�on with the customer, the solu�on was

shared and then implemented successfully on relevant us-

ers’ machines within the customer’s environment.

The result of the changes on the system was astounding,

where the retrieval �me for some files went from a mini-

mum of 2 minutes to just 12 seconds, regardless of the im-

age…

Needless to say, the customer was very happy with the out-

come since a long-standing problem was resolved and they

were able to perform their du�es in a more efficient man-

ner. Even more interes�ngly, was the effect on the custom-

er’s end-customer, where as a direct result of the changes,

the quality of customer service improved at the relevant

service counter and general produc�vity increased in the

department.

The customer was delighted with the quality of customer

service from the MTICT technical team and expressed his

sa�sfac�on in a wriOen communiqué where he ar�culated

his apprecia�on for the “great support” that is provided by

the team at Massy Technologies.

Well done Team!!!

Customer Service Highlight ~ I.T. Support Working For You

6 January 2015

S ince the launch of the CSMS in 2014, a number of cri�cal ac�vi�es have been undertaken in order to lay the framework

and build a robust founda�on for an enhanced Customer Service experience. This involved several engagement

mee�ngs held at various levels in the organisa�on, where feedback was received and incorporated into the work being done.

Work commenced for each one of the ten (10) Customer Service Elements and a synopsis of our key achievements to date

has been highlighted in this sec�on:

Customer Service Management System ~ Key Achievements

7 January 2015

Customer Service Management System ~ Key Achievements

P rogress on the next five elements of the CSMS is con�nued below and ongoing collabora�on throughout the organi-

sa�on is expected in order for us to effec�vely implement the CSMS and achieve our strategic objec�ves.

8 January 2015

CS Comic Corner

Can you say this fast without Twisting your Tongue? Can you say this fast without Twisting your Tongue? Can you say this fast without Twisting your Tongue? Can you say this fast without Twisting your Tongue?

1) Keeping customers content creates kingly profits.

2) Success seeds success.

3) Bigger business isn’t better business but better business brings bigger rewards.

4) Wanting won’t win; winning ways are active ways.

5) Seventeen sales slips slithered slowly southwards.

6) Don’t go deep into debt.

7) Ensuring excellence isn’t easy.

8) Time takes a terrible toll on intentions.

Source: h�p://sbinfocanada.about.com/od/speakforsuccesscourse/a/tonguetwisters.htm

Source: www.ieyenews.com

9 January 2015

T he Human Resources & Administra�on Unit in collab-

ora�on with the Manager Customer Service, facilitat-

ed the implementa�on of training on Customer Service

founda�onal processes, primarily targeted at our frontline

personnel in the first instance and in some instances, at the

special request of departments.

The training was provided by Conventus Consul�nc and took

the form of 2-day workshop sessions. A number of key top-

ics were covered which included: It’s All About Your A.-

tude, Internal Customer Service, Iden�fying and Addressing

Customers’ Needs and Recovering Difficult Customers, to

name a few. The sessions were very interac�ve with tre-

mendous engagement by par�cipants who shared some of

their comments with us as follows:

“I thought the training programme was great because it not

only focused on customer service techniques. It was fo-

cused on self and how much having a posi ve a!tude can

make a difference.”

“A necessary programme for all employees at this me to

s mulate good customer service—internal/ external”

“I was taken aback as to how personal customer service is.

It all has to do with me; that would yield a posi ve result”.

Customer Service Founda�onal Processes Training Pictures

Overall the response from employees who aOended the

training indicates that they now have a greater apprecia�on

of the various nuances of customer service and that there is

room within our organiza�on for enhancement of our cur-

rent customer service performance. However, there is no

doubt, that with con�nuous learning and consistent applica-

�on of the shared best prac�ces, we will certainly achieve

one of our strategic objec�ves of being first class providers

of excellent customer service!

Customer Service Training Highlights

Please turn to the next page for a preview of the MT Group’s

Customer Service Philosophy...

Upcoming Training ~ Massy Technologies

Customer Service Philosophy (CSP)

The Customer Service Philosophy is one of the fundamental

aspects of our Customer Service Management System as it

represents the principles and standards which define the

company’s proposed customer experience and demon-

strates our commitment towards customer sa�sfac�on.

Through rich collabora�on, the Massy Technologies Group

has defined a CSP which will be deployed across the organi-

za�on via training sessions in the upcoming months.

10 January 2015

SWe promise to:

• provide a superior customer experience.

• enhance and grow our client rela�onships with hon-

esty and integrity, passion and pride.

• be responsible in our interac�on with you: respec�ng

your �me, an�cipa�ng your needs and honouring

your confidence in us.

Crea ng value for you is our priority!

Passionate People Delivering

Smart Solu>ons.

Our Promise to Our People:

• Prepared for life: We ensure you have access to personal and profes-

sional growth opportuni�es.

• Empowered: We provide the tools, resources and support for op�mal

performance.

• Observant: We provide the resources to ensure ownership of your

Health, Safety, Environment and work-life balance.

• Partners: We create and encourage an environment of open, re-

specYul, effec�ve communica�on where we share ideas and deliver

on our promises.

• Leaders: We challenge each other to be authen�c leaders by demon-

stra�ng our core values of honesty & integrity, growth and con�nuous

improvement, love and care, responsibility and collabora�on.

• Excited: We encourage a comfortable, crea�ve, innova�ve and fun

work environment.

Massy Technologies Customer Service Philosophy

Service Pledge

We are commiOed to mutually beneficial partnerships providing

value to our customers. Our rela�onships will be built upon Re-

spect, Integrity, Collabora>on and Good Governance.

“Striving for Growth, crea>ng a Rewarding Future for all”

S

1.1.1.1. Offer a Meaningful Gree>ng Make a Genuine & Personalized Connec�on

2. Determine the Core Need Careful Listening, Thorough Understanding, Empa-

the�c Response & Effec�ve Transi�oning

3. Consistently Provide Excellent Service Delivery &

Follow-up Empower Our Staff to Delight Our Customers

4. Share Timely Feedback & Ensure a Desire to Re-

turn is Created Create a DelighYul Customer Experience

We are commi�ed to making Massy Technologies a GREAT Company. Our Team Members will:

• Live the mission and abide by the pledge.

• Follow the four steps of service.

• Comply with the code of ethics.

• Conform to Massy Technologies dress code and take pride in

and care of our personal appearance.

• Demonstrate respect for self and others.

• Embrace diversity and inclusiveness.

• Take ownership of any situa�on.

• Understand that our scope of responsibility goes beyond our

job �tle.

• Listen and an�cipate customers’ needs.

• Be an ‘ambassador’ of Massy Technologies.

• Complete basic (level 1) customer service training as part of

our orienta�on.

• Par�cipate in annual training that will improve competence

and cer�fica�on in our respec�ve posi�ons.

• Embrace and live the HSSE culture.

• Demonstrate socially conscious behavior (personally and pro-

fessionally).

• Service the Client, not the Project.

• Treat Company property with due care and respect.

• Respond within agreed Service Level Agreements (SLAs).

SERVICE PLEDGE EMPLOYEE PROMISE

SERVICE MOTTO

STEPS OF SERVICE

BUSINESS PARTNER PROMISE

STANDARDS OF SUCCESS