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Susan Person has had a career spanning 29 years during which she directly impacted customer service in all positions she held at MTS. She started as a residential service representative and within 7 years progressed from residential to business services and became an Instructor/Course Developer in the Corporate Education department for the next 9 years. She joined Customer Care in the fall of 1999 to implement and lead the Quality program. She personally delivered the quality message to every single Customer Care employee. She sold the program by focusing on the CSR’s own customer experiences and helping them draw their conclusions on the difference between poor, acceptable and extraordinary customer service. Many other organizations toured the Quality program and requested the program guidelines, for their own implementation. The MTS quality program was considered “best in class”. She was also instrumental in implementing other programs such as: “The Power of One” and Career Talk sessions. She then moved on in Customer Care to join Internet services and lead the customer sales and service team. She implemented some significant changes all focused on improving the customer experience. For example, she developed and implemented a performance improvement form process – PIF which provided a forum for CSR’s to identify suggestions for improvement. She also implemented an error tracking database to identify process, training gaps and initiate respective coaching and training. As a result of a major Customer Care reorganization, she moved to lead the Retention teams. She was instrumental in managing the amalgamation of the home services retention into one core group. The success of this team and their ability to retain customers speaks to the customer service focus which Susan instilled and continues to instill in her staff. |