Providing Superior Customer Service – It’s a Values Thing!
What is value? Think of value as providing four things: the product’s benefits, the quality, the price, and the service.
A willingness to understand the customer’s needs and work with the customer to solve their problems is at the root of increasing the product's perceptible value. Think about how you feel when someone helps you solve your problem in a way that is better than you expected. This would be a valuable experience.
Value is demonstrating to the customer that they are getting a superior product that is based on best practices and packed with rich features to save time and money, and make their work life a lot easier.
Although price may be a deciding factor in selecting one product over another, for the most part the customer purchases what they believe has the best value for the money.
Product benefits, quality, and price…these are all important values in the customer’s decision-making process, but what ongoing value is provided to the customer by way of service? It's not just maintenance and support of the installed products (software and hardware)… it’s much more than that. It's what Education Management Solutions (EMS) calls TotalCARE.
TotalCARE is a top
down, company-wide policy that is a core principle of what EMS stands for. It's a comprehensive service and support program designed to help customers achieve operational excellence. Backed by a team of EMS specialists, the program delivers exceptional support, advanced training, best practices, and access to exclusive content.
TotalCARE also facilitates an active network of EMS customers who interact virtually and at scheduled events, bringing them a world of resources to help optimize and manage their centers.
At the Third Annual Arcadia Summit held last month in Oakland, CA, EMS customers from across the country learned first-hand how several days of presentations, specialty-tailored sessions, and interactive learning and networking opportunities could enrich their programs.
Here's what one customer had to say about the event: "The benefit of working with fellow EMS users is tremendous. I was able to find things in each presentation that I could bring back and put to use in my laboratory."
For information about EMS' medical simulation management products and services, visit http://www.EMS-works.com