If you are like me, you find yourself increasingly pleasantly surprised
when you receive good customer service. Excellent customer service certainly
still exists. But these days, it appears to be the exception rather than the
rule. In most situations, I now find myself expecting “average” customer
service. And in most cases, “average” is simply one step above barely
acceptable.
A
large part of our customer service here at ACS is helping you to provide the
best service to your customers. So, who are the customers you serve? And
what is their experience?
Ultimately, your customers are those who subscribe to your periodicals,
journals, and newsletters; buy your products; join your clubs; attend your
conferences; and access your website. They are the end consumers of your
products. In addition, because most of you are part of large organizations,
you also have internal customers–your editors, the marketing department,
your affiliate organizations and sister companies, your boss (or worse yet,
your boss’s boss), your project stakeholders, and just about anyone you work
with.
Advantage can help your customers! Advantage software is
customer-centric. At the touch of a button, you can easily access all the
information you need to know about a particular customer, allowing you to
effectively serve every customer, especially those on the telephone. The
Advantage database provides a powerful engine for sales analysis and
targeted marketing. Continual enhancements of customer service screens
provide an effective means of data entry accuracy and efficiency. Your
customers reap the benefits of a system designed with them in mind.
Advantage can help you! Our client services division is set up
to help you help your customers. Our staff of engineers, analysts, business
consultants, and project managers not only knows the latest technology they
also know publishing. ACS staff members average over 12 years experience in
the publishing industry. Our goal is to make your job easier.
Some of our customer services include:
- An expert support center to address your production issues in
a timely manner. You can contact our support center by phone, e-mail, or
via the web.
- 24-hour emergency support services.
- Business consulting and training services to enhance your knowledge
and use of Advantage.
- Modification services to customize Advantage to your
specific business needs.
- New feature forums to allow you to give input during the development
process.
- Upgrade services so you can benefit from new features of
Advantage and stay current in the marketplace.
- Project management services to assist you with special projects.
Your customers expect good service. Your organization expects you to
provide it. ACS stands beside you as a partner. The employees at ACS strive
to provide the best customer service possible, and although we are not (yet)
perfect, we continually look for ways to improve our products and services,
and set goals to make them a reality. We are fortunate in that we receive
many compliments from our clients. We thank you and look forward to serving
you and your customers for many years to come.
Please don’t hesitate to contact me with your thoughts regarding our
customer service and how we can serve you better.
