The best can always get better
ETC has earned a reputation in our industry for offering unmatched customer service. One reason for this is that we're always trying to adapt and improve our service model to make sure we're providing the best support for the people we work with every day.
Last year, ETC kicked off a new, companywide program to help ensure we're still providing the acclaimed support we're known for. The Customer Service Awareness Training Series is an eight-week training program - led by ETC's Vice President of Professional Services Sarah Danke - that focuses on reevaluating and improving how we interact with others. The classes are attended by a mix of employees from different departments, who work together and encourage each other throughout the training. Eventually, every ETC employee across the globe will attend one of the Training Series sessions.
"No matter what job an employee holds, he or she provides some form of customer service, whether to the outside world or to coworkers inside ETC," explains Sarah. "These classes help all of us realize what role we play in our customer-service chain and how to keep our customer-service standards high."
The very last assignment for the Customer Service Awareness Training Series is a team presentation that demonstrates the lessons learned from the course. While those of us who haven't yet taken the class don't fully understand why, it's become commonplace to see our coworkers playing games with jello in Town Square, dressing like game show hosts or reciting Shakespeare.
The first rule of the Customer Service Awareness Training Series? Don't talk about the Customer Service Awareness Training Series. The content of the classes is a closely guarded secret, so each employee can experience the training in his or her own way.
Suksa Thao, a team lead in ETC's Fixtures division of the Manufacturing department, participated in the training earlier this year and like all other employees, enjoyed the experience. "I learned that you have to treat everyone inside and outside of ETC as your customers," he said. "I have been using all the tricks from the training in my job. I know that this class will change a little or a lot in everyone who has been through the training, and will definitely have a big impact on customer service at ETC."