What is Personal Accountable Service?
At Macquarie Telecom, we define Personal Accountable Service (PAS) as:
“Our attitude and commitment to delivering a superior experience for
our customers through Ownership, Pro-Activity, Communication and Responsiveness”
For us and our customers, PAS is much more than simply doing your job. It’s
about going “the extra mile” in serving customers, or supporting someone who
does. It means that as a customer of Macquarie Telecom, you'll have a dedicated
account manager, not a 'call centre hotline'. It means we know your name and we know
your business.
We regularly conduct independent 3rd party surveys of our customer base. The feedback
from these surveys and focus groups say two things about our people that is different:
- We hire really good people - a customer support team that is genuine, stable in
the role and able to build long-term relationships.
- Our people exhibit real accountability, they take responsibility for
making things happen.
Winning on the world stage with Personal Accountable Service
Macquarie Telecom is the world leader for customer service,
winning the ‘Best Customer Care’ award for
Personal Accountable Service at the World Communication Awards.
Macquarie Telecom’s unique value proposition lies in the
culture that the Personal Accountable Service (PAS) model is not just incorporated but more importantly weaved
through the finer nuances of the business vision and its culture.
Centric to the company’s managed services value proposition is
an umbrella “high-touch” customer care programme/philosophy identified as
'Personal Accountable Service.'
This framework links together all aspects of
customer engagement efforts from initial contact through ongoing lifecycle
management across the entire organisation. It is supported and reinforced by CRM
systems, measurement processes, contract stipulations and correlated incentives.
Now how can we help you?
Start a conversation today with Macquarie Telecom - experience the Personal
Accountable Service difference More about the 2008 World
Communication Awards -
Macquarie Telecom, winners of 'Best Customer Care' | 
