:Promote the service concept

                                                              Promote the service concept


With the above;


Craig summed up the discovery of inner space madness, and promote the service concept of the four methods.

    Joey put on tights • Parsons, the crowd burst into applause. The strange thing is this is not a psychiatric rehabilitation, but the Lexus of space the company in March Employee of the monthly awards ceremony. Lexus of space, located in San Antonio, is a young network services company. Joey who just turned 24 years old this year, just won the envy of most people's "fanatical support" award, colleagues to vote for him in recognition of his madness without reservation the customer service.

"Fever" policy

    "Fanatical support" policy introduced in some years has had. In 1999, Vice President David • Bryce took office at the beginning of this proposed strategy. Company for the time customers a wide range, from business sites, game sites to advertising agencies and other various all-inclusive, they naturally need their own support site can be trusted. However, Bryce said, technical support, ignoring their concerns Quedui users, and sometimes against the user public.

    Lexus of space science and technology era of the Big Bang birth of one of the many companies, the founder of three college students the same bedroom. Bryce is one of the purposes of employment be changed by the technology-led service-oriented. One of the company's president, operations director of Morris • Miller recalled: "We all know how great the service should be how, but no one knows how to build it. So we invited very experienced in this area Blaise work with us. "

    After spending a few weeks time to customer and employee survey, Bryce presented his idea: "the dictionary has a word called 'mania', which means that over-enthusiasm, which is what I want to do" . Bryce was cleaning company in the U.S. - a new cleaning company - made a good service plan, and now he is trying to port it to the Lexus space. Operations Director Bryce Morris • strongly support the idea of ??Miller, Cray space cleaning companies that want to be like America, to provide customers with a more enthusiastic service. Morris Miller • a meeting convened for that purpose at which he announced: "Since then, it will be the focus of our strategy."

    Bryce, the company founder and Lexus of space they have all the old shareholders meeting clearly remember the scene: deathly quiet. • co-founder Richard was said: "Before this, I always think that as long as they maintain the normal operation of our servers had enough." He said that when he and many others are in doubt, Bryce, a 27-year-old group of young technical staff can be truly mobilized.

"Crazy" action

    Blaise start from a few simple rules: sarcasm customers will be dismissed; make customers feel can be relied upon; something all right to contact the customer; No news is good news; to explore and provide premium services; allow customers to open mouth in surprise; so when dealing with customers and you do not feel urgent. A few months later, Lexus space received from the customer's first gift - a basket of sausage and chocolate. "Although it is just a simple gift box, but has let everyone aware of Bryce is really right." Yu said.

    The following is the working methods and structure. Divided into one box office gone, replaced by a 8-person team (employees called "battered Group"): a team leader, two or three account managers, a financial expert, together with Several technical support. Each group is responsible directly to their customers. If the account manager on the phone bills run into question the user, who sat next to financial experts will immediately help. If the obstacles encountered a technical support, and the other will immediately come to help, of course, all his clients are also familiar.

    This is the advertising giant J. Walter Thompson advertising firm (J. Walter Thompson) and other large customers are very reassuring, JWT, one of the United States, its largest customer, the company's network services of aquatic entrusted to the Lake of space, "Every time I When you call, always a responsible person to answer the phone, he understood our everything, "from JWT's IT managers are very much appreciated Gregory," if I had problems at 3 am, they will at any time was on duty, and in 5 to 10 minutes to solve the problem. They even call me to ask about our monthly web statistics and operation. I have never met such friendly service. "

    Simon • Newman, a 25-year-old Lake space Client Manager can tell you his experience to do what they can offer. A weekend in February this year, he and his fiancee were dating, about 10 pm, his phone rings, the original is a client server was hacked. The customer is also a network operator, he was very worried about losing his customers. "He cried out fast anxious, so I immediately back to the office, and stop to comfort him," Newman recalled the circumstances. He and colleagues will usually take 24 hours of work - set up a new server - in 4 hours. Because there is no time to wait for moving company, Newman drove himself home to go. Subsequently, the Lexus of space technical services staff to work all night, customer data will be transferred to the new server. The Newman's fiancee is asleep on the floor in the office.

"Abused group," the incentive mechanism

   "Abused group" not specifically exist for their beliefs, apparently, their performance will be linked to its own interests. Each month, employees at the team's performance according to their access to the basic salary of up to 20% bonus. Team's performance evaluation by the customers of financial income and approved in two ways: What is the total turnover, the number of customers expanded business scope, the number of customers to submit a new business, the group's total profit is. Each quarter, if the company's overall goal to reach the operator, each employee will receive additional bonus income.

  "This is absolute excitement", 29-year-old head of the leading two teams Mendler, the two groups responsible for a total of 1,200 medium-sized, his duty to share up to $ 15,600,000, "In many companies, such policy only lip service, but in here, actually means that our money. "

    Passionate service to the Lake of space has brought high returns. Over the past few years the economic crisis hit hard by e-IT industry, and led to strong rivals such as Exodus went bankrupt. Lexus of space, however since 2002, but never has maintained rapid growth, even in 2003 the company's revenue grew 58% to 58.6 million customers from 56 in 1999 up to 5500. Behind the impressive performance, crazy service clearly an important factor.

Let people get inside, "crazy" up

Craig summed up the discovery of inner space madness, and promote the service concept of the four methods:

    Measurement: customer service strengths and weaknesses reflected in the resolution time, business customers and expand the number of renewal and new business from old customers get the number. Lexus of space, 50% of new business from old customers come at.

    Income: Lexus of space the income of employees depends on their business performance. David, vice president of the company's services • Bryce itself is a member of the senior service group, and his crew at any time and for interaction with the same enthusiasm reflects the company's service policy.

    Incentives: the strengthening of staff for the successful recognition. Customers praise the staff will be posted on the wall, pictures of the monthly winners also will be tights hanging over their desks, which are constantly inspire each employee to a higher service requirements efforts.

   Compulsory: If you strict requirements on the service, then the customer is absolutely inexcusable to a rude; same time, if an employee is determined to provide better service, he will be the company's unconditional support. This year, three employees left the company because they did not do the company service concept, while a customer can be terminated because of an insult to the staff to provide services.