5 Important Ways to Make Every Week Feel Like Customer Service Week

Customer Service Week recognizes the organizations, individuals and customers who work to achieve excellence in service, support and experience across the globe. Celebrated every year during the first week of October, this year’s theme is focused on Team Service, which emphasizes the role of collaboration and communication in providing excellent customer service – one that Deltek cares about deeply to serve our customers.

But why limit the celebration to just one week? Providing customer service is a continuous process that requires ongoing attention and improvement. At Deltek, we are proud to join the celebration and recognize our Support Services team, who works diligently to help our customers succeed throughout their customer journey.

While we recognize this is a special week for the customer service industry, it’s also a great opportunity to share how Deltek goes above and beyond – not only for our team, but for our customers.

How Deltek Strives to Make Every Week Feel Like Customer Service Week:

1. Provide best-in-class and award-winning support. Delivering exceptional service that exceeds what is required or expected is part of our DNA. Deltek’s award-winning support team solves problems quickly and effectively, providing proactive and preventive solutions. They share best practices and tips, educate customers on using Deltek products or services better, and follow-up to ensure customer satisfaction. Providing award-winning support also means having a highly-trained and motivated team that has the skills, knowledge, tools and resources to handle any customer issue or request. That’s why we feel fortunate to have been recognized by J.D. Power for providing an “Outstanding Customer Service Experience” for the fourth year by earning the Certified Technology Service and Support distinction.
2. Focus on the Voice of the Customer. The Voice of the Customer (VoC) is the feedback and opinions that our customers share about their Deltek experiences and expectations. Listening to the VoC is essential for understanding customers’ needs, preferences and pain points, and for improving our offerings accordingly. We collect VoC data through various channels, such as surveys, reviews, social media and direct communication, and we read every comment. Our customers are our priority, and take their feedback to heart and ensure that we listen and act. We are very fortunate to get customer feedback and are proud to be recognized as a G2 Leader in Cloud ERP software.
3. Delight and value customers. Delighting our customers means surpassing expectations and creating memorable and positive experiences that foster loyalty and advocacy. Valuing our customers means showing appreciation and recognition for choosing Deltek and trusting us to power their project success. We feel very fortunate that in Deltek’s almost 40-year history, we have longstanding customers who have been with us for decades and continue to help us shape and evolve our solutions.
4. Deliver a consistent and seamless customer experience. Customer experience (CX) is the impression customers have throughout all aspects of the customer journey. To deliver great CX, we aim to provide a consistent and seamless experience across all touchpoints, from the first interaction with Deltek to the most recent. We work cross-functionally to bring together all parts of the business to ensure every Deltek product has a tailored experience that meets the needs of our industry-specific solutions.
5. Offer multi-channel support. Multi-channel support means offering customers multiple options to contact Deltek and get help when needed. Customers today expect to be able to reach us through their preferred channel of communication, whether it is phone, email, chat, social media, or self-service. Providing multi-channel support allows us to meet customers where they are and cater to their preferences and convenience and we offer a variety of ways in which to communicate with our Support Services team, through a variety of support and success plans that provide always-on choices.

We love our customers and aim to provide them with the best support experience possible. While we look for new ways to improve our processes and performance, we continue to value customer feedback and strive to exceed those expectations every day.

Happy Customer Service Week, Deltek Project Nation!