1. Knowledgeable of products and customers

Customers reach out to us for multiple reasons, mostly revolving around a request for our knowledge to benefit their organization. Requests can be as simple as administrative assistance, or complex such as assisting with providing a platform for their largest event of the year. It is our job to make the client feel at ease no matter the importance of the request, and know that the 1Source team will provide the best experience for all of their needs.

2. Be accessible and respond promptly

The Huffington Post released an article on how customers may feel when an email is received with no response:

1. Did you see my email?
2. Am I low priority and you’ll respond ‘later’? If so… when is ‘later’??
3. Did your server block my message?
4. Did my server block your response?
5. Perhaps you are working on a response — so I should wait?
6. Do you need more time?
7. Did I upset you — was my request inappropriate or was my email tone harsh?
8. Perhaps you did see my email and don’t care.

(Mayhew, 2014)

Unlike most of our competitors, 1Source provides a dedicated account manager to each customer, to avoid the non-response feelings above. This resource ensures the client is always greeted with a familiar name that knows and understands their account. In addition to having a dedicated resource, we also support our clients with a dedicated team that can ensure all requests are answered promptly and accurately if their manager is unavailable.

3. Listen

Working in technology leads to multiple terms that have different meanings to each individual. When clients call in for a conference call, audio line, webinar, event, etc., it is our job to listen to the clients need and provide the best possible solution. Here at 1Source we pride ourselves in offering multiple platforms that allows each client to explain their unique needs while 1Source packages together the best option. In addition to scheduling or assisting with administrative work, your dedicated team is also hear to listen and assist with any request your team may have.

To review 10 ways to “Get Better at listening to customers” review: http://www.customerexperienceinsight.com/get-better-at-listening-to-customers-ways-in-improve/

4. Focus on relationships and go the extra mile

Working as an account manager does not only mean we complete client requests, we also build relationships with our clients. Through verbal conversations and “WOW” opportunities, 1Source will deliver during the good and learning opportunities experienced throughout our partnership.   Our team will always advocate for our customers to provide the best solutions, environment and request processes.

5. Admit when you have made a mistake

Understanding no one is perfect, 1Source wants to not only be the best during the good times, but also during the learning moments. If and when a mistake is made, our account team will take full ownership is explaining what occurred, how it occurred, and how we will avoid it form occurring in the future.   Our goal being to provide the best customer experience, our candidness will provide your team will all information needed to understand the issue, without ignoring any details.

Your 1Source team is here to be an extension of your team as we grow and win together!

• Kayla Baker, Director of Customer Experience
• kbaker@1sourceevents.com, 678-892-4161

References

Mayhew, B. (2014, May 02). Email Etiquette: Should You Reply to My Email? Retrieved from The Huffington Post : http://www.huffingtonpost.com/bruce-mayhew/email-etiquette-should-yo_b_5249461.html