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Promoting Excellence in Customer Care
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| With more and more communications services becoming thought of as "commodities", it is sometimes difficult for companies to distinguish themselves in the marketplace from their competitors, other than by offering cut-throat prices. NTT Europe Ltd. (NTTE) has found quality of service to be a key consideration in winning and retaining customers. To consistently deliver services of the highest quality, NTTE has designed a customer care programme combining carrier, service and project management with the London Network Operations Centre (NOC), which became operational 24-7-365 in January 2002. Previously, NTTE had shared NOC responsibilities with New York and Tokyo, and although still working closely with both of these centres, NTTE decided to give European customers a London-operated centre providing round-the-clock regional support. Every NTTE customer is allocated an account manager to help co-ordinate local and regional resources. On top of this, companies with complex network requirements can benefit from a service manager, one of the additional services NTTE provides. The service managers play a vital role in securing and maintaining customer satisfaction, putting priority on the customer's service within NTTE, ensuring that any faults are dealt with quickly and efficiently. Through bespoke reporting and regular service review meetings they also ensure that the customer is kept fully informed of network performance. To back this all up, NTTE has established a carrier management programme which works to improve relationships with NTTE's bandwidth suppliers by setting service level agreements and conducting regular service review meetings. Through this initiative, NTTE aims to improve control of the network and deliver maximum network availability, ensuring that our customers' stringent service level agreements are met. At NTTE we understand that customer care has become of paramount importance, and something that can be the distinguishing factor in carrier selection. We are thus constantly looking at ways to improve our level of service and maintain customer loyalty. |