Module 2: The Importance of Service

Introduction

The scenario on the previous page could be any networking solutions reseller’s or partner’s worst nightmare. Notice in the scenario that the customer said that she did not feel she received the “service or support” that she needed from the fictitious company. How important do you feel service and support are to your customers’ success? Do you think that situations like this one could be avoided if a solid service and support model had been in place?

At Cisco Systems, we DO think situations like the worst case scenario can be avoided by having a world-class service and support foundation in place. In fact, we feel so strongly about service that it is a critical component of our company's philosophy.

We define service as the dedication to achieving leadership in customer satisfaction by providing world-class order fulfillment and support with Internet and business solutions to our worldwide customers and partners.

This definition has helped us set a standard of high satisfaction and expectations that we strive to achieve with all of our customers.

Like many successful global corporations, Cisco has realized that service is the key to customer satisfaction. The relationship with a customer does not stop when a product or piece of equipment is sold – in fact, we believe that the sale of the product is just the beginning of the relationship.

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