“Customers First” comes at the very top of the core values in EMC’s credo. This is well illustrated in Customer Service with very regular Customer Satisfaction Surveys sent to our customers once they had an onsite intervention with Field personnel involvement. The results of these surveys are key to thousands of Customer Service employees throughout the world who live and breathe Service at customer sites, days and nights.
Several countries in EMEA decided to bring in another core value to the table: Community Involvement. Think it’s difficult to tie a core business value such as “Customer First” to Community Involvement? Well, let’s go to the UK to understand how the UK Customer Service team did just that!…
On January 29th 2014, EMC was delighted to host the Prince’s Trust at their Manchester office. EMC presented a £2,480 cheque raised as part of a Q4 2013 Customer Service initiative. During that last quarter of 2013, the EMC UK Customer Service team committed to donate £20 to the Prince’s Trust for every Customer Satisfaction survey completed.
Ian Grosvenor, Director, Customer Service (right) presented the donation to David Bridden, a Prince’s Trust Young Ambassador (left). On that occasion, David told his story and gave insight into how the Prince’s Trust programme helped him overcome obstacles in his life. David reiterated how important the support from companies, such as EMC, leads to improved futures for all of the young people involved.
For those attending the event, it was fantastic to hear how the collected funds has helped individuals like David and to understand further the various volunteer opportunities available to the EMC employees through the Trust corporate challenges, mentoring and the Million Makers.
The Prince’s Trust is the focal point of EMC’s Corporate Social Responsibility programme and EMC is now a Gold Patron of the charity. Each year the Trust helps 55,000 disadvantaged young people and EMC is very proud to support them in their endeavours. Congratulations to the UK CS team and more specifically to Anne McNally, Customer Satisfaction SME & Programme Coordinator, for such a great initiative bringing together Customers and EMC to support such an important cause!
Crossing the channel, the French Customer Service team is embarking on a similar initiative, supporting a national organisation dedicated to Fight Cystic Fibrosis (“Vaincre la Mucoviscidose”- www.vaincrelamuco.org).
Early 2014, the French Customer Service team is happy to announce a partnership with “Vaincre la Mucoviscidose” organization for the complete coming year. With every customer responding to the Customer Satisfaction Survey, EMC will donate 20 euros to the organization. EMC France is proud to join the fight against this disease along with several EMC customers.
It is great to see Customer Service teams throughout Europe taking “Customer First” to the next level, giving the opportunity to customers to join up and support nonprofit organizations and communities. More stories to come from Europe soon…!
Social Media & Community Strategy, Customer Service Innovation Team
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