Comcast-Spectacor Thrives in Its Customer Service Philosophy!
Spectra, operators of the Mattamy Athletic Centre, has adopted a customer service philosophy and catch phrase to be used with all of its teams, facilities and entities. Whenever you encounter a Spectra employee they will greet you with “How you doin’?” and a big smile. It’s all part of the company’s HYD Customer Service Initiative.
It’s all about giving our customers the ultimate sports and entertainment experience. It’s also a way of measuring how we are performing as a company," added former Comcast-Spectacor President & CEO Peter Luukko.
“Every one of our customers are our Most Valuable Players in our business,” added Luukko. “We will do whatever it takes to make our guests have the best possible experience each and every time they come to our facility or come in contact with our employees.”
1. Customer First
Based on the Comcast and Spectra Corporate Initiative "Think Customer First" our employees are our best customers! We provide services to both internal and external customers, and the goal is to meet and surpass their needs and expectations.
2. Golden Rule
Do Unto Others As You Would Have Done Unto You. Treat co-workers, vendors, and customers with respect, fairness, and courtesy. Great relationships yield great results.
Be attentive and gain complete understanding of issues and situations that arise. Pay attention to the facts and details so your plan of action can result in a solution.
4. Think Yes
Demonstrate a can-do approach and a positive mental attitude! Take an off-the-wall request and come up with an alternative that solves the issue. Work to make things happen instead of instinctively pointing out the reasons why they can't.
5. Be Professional
Be a positive representative of Spectra. Take pride in your appearance and your work. Your interactions with customers create Spectra's reputation.
6. Positive Attitude
Be optimistic. Encounter issues and situations with solutions. Encounter people with respect. Encounter your work with fresh ideas.
7. 24 Hour Rule
All messages must be returned within 24 hours. Create an urgency in response to all inquiries. If you don’t have an answer for a question, keep in touch and provide status updates for your internal and eternal customers.
8. Everybody Sells
Create new and unique ideas to drive our business. All employees, whether Sales, Service, Finance, or Operations, contribute to a customer's decision to repeat business with Comcast-Spectacor.
Attack new challenges with passion and embrace existing responsibility! Taking pride in your work enhances your personal growth.
10. Do It Now!
Put a plan into action. Create solutions. Complete a task. Tackle issues immediately! People don’t plan to fail…they fail to plan!
Spectra's customer service philosophy encourages all of its employees to engage in conversation with customers to not only assist them and make their experience more enjoyable, but for the company to gauge its performance.
Spectra will reward its employees who excel in this customer service initiative with prizes and recognition. This recognition of employee excellence can come from both customers and fellow employees.
Fans are encouraged to participate in the customer service initiative by awarding HYD cards to an employee who clearly exemplifies the service philosophy.