From The New Hire Perspective

“I had an amazing opportunity in getting this job right after college, and I think that speaks a lot about the company in general.  Within these doors, there’s such a unique environment, a mix of tenured folks, who really bring so much knowledge and experience to the table, and the fresh faces, eager to start and flourish in their professional lives.  Instead of there being any sort of hierarchy or selfishness, what really stood out to me the most was how much these experienced reps wanted to help out.  The biggest emphasis in their advice was the importance of relationships and that people buy from people. After being here for a year and a half, that’s exactly how I look at it.

If the bottom line for any sales position isn’t to help people out, you won’t be successful. As most would agree, I think the world of “sales” comes with a certain stigma and that’s something that can’t really be avoided.  But what I have noticed is the people that are the most successful and tenured became that way because they were able to create those relationships and trust with these companies.  If I ever lost my vision in that, I’d walk away.  What I enjoy the most about being a part of CTX and the entire Northwest Group is that they created an environment where I felt that anything less was unacceptable.”

We are always looking for energetic, positive and outstanding individuals to join our team!

Click here to view available job opportunities in our Portland, Eugene, Corvallis, Boise, Pocatello, Redmond, Auburn, Yakima and Kennewick offices!

Stories from the Field

“Great customer service.” What does that phrase mean to you? I hear it nearly every day, and yet I wonder how different people interpret this concept. A wholly intangible idea, this can be difficult to define.

For our customers, the experience begins as soon as they pick up the phone to contact us. While our Field Service Technicians are the face of a customer’s experience with the Northwest Group (CTX and QBSI), our Dispatchers in the Customer Care Center are the voice. If a customer experiences long hold times, unclear communication, or the feeling their concerns are not being addressed, then an opportunity to provide great customer service has already been missed. However, if a customer has a prompt, concise and attentive conversation when calling the Northwest Group, the tone has been set for a great overall experience. But great customer service doesn’t end there.

As important as effective communication is to our Customer Call Center, it is equally imperative to our Service Department. At the Northwest Group, we ask that all of our technicians contact our customers within one hour of receiving their service call to provide an estimated time of arrival. This allows a customer to understand where they fall in our technician’s schedule. Since not all copier repairs go as expected, not every ETA can be achieved, which is why follow-up communication is absolutely critical. If a technician knows they cannot meet an ETA, it is of the utmost importance that they communicate with their customer to update them as soon as possible. Additionally, if a machine is in need of parts that must be ordered from our manufacturers, and the part arrival is delayed, step one is to contact our customer to update them of the situation, and offer alternative solutions, if possible. 

What does this all mean? Communication is the key!

So, what does great customer service mean to me? That our customers immediately know the expectations, are communicated with if there is any delay, and what the plan is if there are any hurdles that our Service Department needs to overcome. Now that’s great customer service.

Jim Wadsworth 

Field Service Manager

www.ctx-xerox.com

www.qbsi-xerox.com