TRC's "Attentive Service" for Conference Calling
To be attentive is defined as thinking about or watching something carefully: paying careful attention to something. When we speak of being attentive we imagine a situation that is detailed and precise. This situation comes from possible planning and preparing in order to ensure the best possible outcome or scenario.
In Kenneth Blanchard's book “Legendary Service” we learn that attentiveness comes into play once an organization has clearly identified its service vision. According to the book “the next step is to get clear on who its customers are and what they want”.
By learning who your customers are and what they want you can better serve them. You must realize that your customers will vary and have specific preferences and needs according to their own business model. In our industry of conferencing we must clearly define who are customer is and how they plan to use our service in order to service them to the best of our ability. I would say this holds true in any industry. We must first define their specific needs, and then put the best possible solution in place to allow them to get the most from our solution.
Relating our conference services to attentiveness means paying attention to every detail and knowing what options and features would best serve a particular client. For example, it makes sense that a law firm would want the option to reference a billing code making it convenient to bill back to their own clients. Enabling this feature and offering it to them saves their firm countless man hours and makes invoicing more convenient. A different example would be a Medical company who for compliance reasons needs extra security on their calls. They want added PIN numbers and name announce to ensure the appropriate people are on a call. There will always be a specific need for a client, and it is learning and meeting that criteria that ensures we have a good solution for them.
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