Heather has a number of years’ experience in front line customer service, both face to face and on the telephone. She fully understands the importance of providing good customer service and the place it plays in winning repeat business, obtaining referrals and maintaining the firm’s reputation.
The Customer Champion will be the interface between the departments to facilitate the faster resolution of any customer concerns. Heather will represent the customer’s best interests in order to bring the issue to a close. She will also instigate change management to ensure that it does not re-occur.
STL is a values driven organisation and customer service is a key driver throughout every department from sales to accounts, provisioning and operations to the engineering team. Brendon Cross STL’s Managing Director said, “I am passionate about good customer service and so it is an ethos that is ingrained throughout STL. This new position is a significant investment in customer service excellence and will further support the key role played by our customer service team.”
Brendon adds, “Over the last 22 years we have created a company culture whereby people enjoy coming to work and care about the service we give our customers. Customer service has an even higher importance in the business as we have reacted to the changing telecoms market by moving our strategy to recurring monthly business from hardware sales. The customer absolutely is king here at STL!”
Heather commented, “I’m really looking forward to the challenge that a brand new position brings. My background in customer service coupled with the ability to have that difficult conversation in order to bring about a resolution will enable STL to achieve excellence in customer service.”