PRESS ROOM

Customer Care Advocates strive to meet customer expectations

June 25, 2007 (SAN DIEGO, CA) Every company talks about taking care of their customers. Master Manuals has done something about it.

Master Manuals recently unveiled a customer care advocacy program designed to provide the customers with more personalized service, streamline the post-sale process, maintain a single point of contact, and ensure each customer's needs are always met.

"We are looking for long terms partners, not just customers. And one way to achieve this is make the experience seamless, painless, and meaningful," said Chris Fenton, Master Manuals' Chief Operating Officer.

The Production Department has been expanded to include two new representatives to serve as advocates for the customers. Their chief responsibilities include guiding the builder through the production process, making certain the builder's issues and concerns are properly handled and maintaining a personalized relationship post delivery.

"It's more than being the person responsible for processing reorders and revisions. I am the builder's eyes and ears. I am their go-to person," said Rosann Taylor, one of the two Customer Care Advocates.

Additionally, as part of the overall process improvement, Master Manuals also upgraded their Kickoff Meeting Process to include and interactive web interface.

According to Production Manager Marina Vilasayne, the idea is to more accurately define the scope of the project, set the expectations up front, agree on timelines and introduce the builder to the team that will provide the solution.