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Our Customer Centric Focus
Since City Telecom has been using a customer centric business model for many years, we have become very practiced at understanding the changing needs of our customers. We also apply this model to any business that decides to engage with us before becoming a customer.
Being Customer Centric to City Telecom is about an ability for everyone in our company to understand what is driving our customers decisions, and applying their skills and speciality that would be most advantageous to our customer. Some examples of this in action:
Our finance team - will make special allowances for customer payment schedules
Our support team - will make an extra effort to meet your special follow-up requests
Our installation team - will accommodate your schedule, make on-site beneficial (not thought of) recommendations,
or alter the original plan and schedule per your last minute request
Our management team - will make allowances when and where possible on all other matters to suit your specific
requirements and requests
To ensure our model is maintained we have implemented the following customer centric activities:
√ Trained everyone on customer centric based decision making
√ Continuously sharing knowledge and experience among staff members that maybe beneficial to our customers
√ Use of a CRM system and billing system that tracks all of our customers details giving us the ability to respond quickly
to request, and so that our customers do not need to repeat themselves
√ Built an online quote engine as part of a SOA (Service Oriented Architecture) to aid existing and new customers in various
decision making, buying, and upgrading processes
√ Through our website, we will be focusing on a good user experience
√ Through our website we will be continually adding various types of information such as training videos, tutorials, technical
information, manuals, etc. to increase the ease of obtaining answers to their questions.
√ Through our login area, our customers will have personalisation capability of the information they wish to view
If you have any questions regarding our customers, please feel free to contact us for further details. With some customers we have signed NDA's that will prohibit us from sharing information.
If you become a customer of City Telecom, you can be assured that your sensitive information will be kept in the strictest of confidence.
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