FSC recognizes the need for an integrated customer service system to ensure that every job is done right – First Time, On Time, Every Time – and by appropriately trained staff. This system is subject to a regular process of evaluation and review in order to continually improve the level at which we perform and deliver our services to our customers.
We have found that by applying the principles of trust, honesty, respect, integrity and commitment to this endeavor, FSC is able to nurture and maximizes the talent of our Team for the benefit of everyone our organization touches.
The SMART Approach
When outlining and defining a Customer Service Promise we apply the SMART Approach:
Specific – Clearly state what you are going to deliver.
Measurable – Be able to quantify your objectives.
Achievable – Make sure you can attain your standard.
Realistic – Only offer what your capabilities can perform.
Timed – Let it be known in what period of time you will deliver.
Our Promise to You
As a consulting firm leading a path to be better in every way we conduct our business, FSC is committed to provide practical advice, grounded in experience, on how best to operate and grow an organization and business. We work with entrepreneurs, start-ups and established companies; business and industry; and have made a public commitment to all of our customers:
- Our advisors and consultants will be professional, courteous and respectful at all times.
- Our advisors and consultants will communicate with you clearly.
- Our advisors and consultants will provide information that is accurate and up-to-date.
- Our advisors and consultants will listen to you and respond to your feedback.
- Our advisors and consultants will be honest, open, and present at all times.
When we meet in person, we will:
- be on time, all the time, every time.
- set realistic expectations for your objectives and goals.
- be prepared to provide you with the appropriate advice and guidance.
- work with you to best meet your organizational objectives.
- look for positive solutions to achieve the best outcome wherever we can.
When you call us by phone, we will:
- answer your call as quickly as possible.
- deal with your inquiry sensitively and confidentially.
- return any and all messages within 24 hours of receiving them.
When you write to us, or send us an email, we will:
- reply in full within 24 hours of receiving your correspondence.
- insure that your communication receives the proper attention it deserves.
- reply in plain, jargon-free English.
“If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.”
– Zig Zigler