Center recognized for delivering a superior customer service experience through the continuous development of support staff
[Las Vegas, USA, October 31, 2017] During the Technology Services World (TSW) conference 2017, Huawei’s Enterprise Global Service Center (GSC) in Romania received, for the first time, the prestigious Technology Services Industry Association (TSIA) ‘Support Staff Excellence Center’ designation. This award recognizes the efforts Huawei continuously puts into developing its support staff in order to deliver a consistent, world-class customer service experience.
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Its Support Staff Excellence (SSE) initiative, delivered by Miller Heiman Group, is a staff development program that enables the delivery of a superior customer service experience through business frameworks and industry best practices. The Certified Support Staff Excellence Center (CSSEC) recognition leverages performance metrics that ensure that an entire service organization's staff internalize key elements of the training program and can improve their interactions with customers on a sustained level.
Wang Kefeng, Huawei Enterprise GSC Romania Director, receiving the Support Staff Excellence Center award from J.B. Wood, CEO of the Technical Service Industry Association (TSIA)
"We're honored to publicly recognize and congratulate these leading organizations at TSW for their outstanding achievements this year," said Thomas Lah, Executive Director of TSIA. "By going through these rigorous evaluation and certification programs, these companies have proven their dedication to excellence and their unwavering commitment to their customers."
Wang Kefeng, Director of Huawei Enterprise GSC in Romania, said: "It's a great acknowledgement of our fast service capability improvements and efforts. In addition, it strongly motivates our support team to continue pursuing excellence. In Huawei, we understand well that providing superior service to customers is the only reason why we exist and we will keep on working with dedication to build a better connected world."
The Huawei GSC is a unique one-stop multi-service platform, providing world-class support to customers and partners around the world. It consists of four units: technical support, remote delivery, network operation and maintenance and channel support. The Technical Support unit is responsible for supplying spare parts, dispatching service engineers, and providing centralized service request management. The Remote Delivery unit offers a groundbreaking collaboration framework that virtually connects customers with global service experts using smart devices. With this capability, Huawei engineers can guide customers and partners through planning, design, verification, and service-assurance activities, no matter where they are located.
The Network Operation unit assists customers through IT outsourcing and Smart Network Operation Services (NOS) to reduce their operating costs and help them focus on their core business. The Marketing and Channel Support unit provides channel consulting services and an exhibition center to help customers and partners learn more about Huawei services.