I have to say that nothing frustrates me more than when I call, say, my credit card company, only to feel like I’m transferred across continents two or three times. It’s jarring, to say the least. Not that I blame companies for doing this. I understand that for many businesses, outsourcing is the key to remaining competitive, and without doing so, some companies just wouldn’t be able to keep pace in a rapidly moving industry. However, we do things a little bit differently here at Juniper Systems. Some might even call us unorthodox. But that’s okay, because we have our own goals and our own ideas of what “excellent customer service” really means, and if it takes doing things a little bit differently than the rest of the industry to fulfill those goals and ideas, we’ll do it.
Almost every one of our competitors outsources some aspect of their operations. However, our idea of excellent customer service is one in which customer needs are quickly responded to. And quite frankly, we just don’t feel like we’d be able to quickly respond to our customers’ needs if our manufacturing or design departments were located outside of our company. That’s why we’ve chosen to do everything, starting from the product concept all the way through the manufacture and ultimately the shipment of the product, all under one roof. So this week we decided to have a little fun with this idea. Remington, our Industrial market manager, challenged himself to assemble an interdepartmental team made up of someone from customer service, product management, design, manufacturing, and an even an executive, in less than five minutes. Sound like a tall order? Well, since we’re all under one roof here, all he had to do was walk down the hall! Watch the video and see!
Do you have a good (or bad) customer service story to tell? Tell us what happened in the comments below.