Lexel partners with Kiwihost for continued focus on customer services and communications skills
When a company which has 85 plus staff, turns over more than $30 million a year and has been in business for 22 years, they might be forgiven for resting on their laurels – but for Albany based IT business solutions company, Lexel Systems, success has only served as an incentive to keep pushing the bar.
Committed to 'delivering excellence in IT business solutions', Lexel recently rebranded from Computer Brokers, and took time out of their busy schedule to introduce customer service training to 20 of their frontline staff including helpdesk and onsite engineers.
Technical Operations manager, Richard Lute, said the company wanted to give staff the motivation and tools to communicate better with customers.
"They are already good, but exceptional is the benchmark, and strong communication skills are the key."
"Most of our team are young, average age is 24 years, with a strong technical background. We felt that while Lexel is big enough to provide the depth and certainty our customers require (in IT solutions consulting, design, procurement, implementation and support services) we're not too big to offer dedicated one-on-one personal service that sets us apart and above the competition."
Serving customers from small, medium and large enterprises - in New Zealand and Australia - Lexel is committed to improving their clients' relationship.
"You need strong communication, attitude and relationship skills to achieve that goal," says Richard. "It's in the interests of strong client relationships that we demonstrate sound customer service and communication skills."
The 20 participants attended the internal Advanced Customer Services workshop which was split over two and a half days and, even though attendees comprised a broad mix of people with varying skills, roles and ages, everybody said they came away with valuable skills.
"Our People have learned from it. They are more 'aware' of customers," says Richard, adding it is something Lexel will definitely do again. "People particularly enjoyed the examples that were provided."
Key subject areas include:
- Identify professional qualities in service providers.
- Customer types and what they expect in the way of service.
- Your service attitude.
- Communication and can-do language.
- Internal customer - support and commitment.
- Developing customer loyalty.
- Identifying and handling customer concerns.
- Developing a customer service profile.