Proficiency:
to be well advanced in an art, occupation, or branch of knowledge

I begin this email with a definition of the word proficiency because this word has become a fundamental part of our mission. It is my opinion that attempts at product support that are not targeted directly at user proficiency will result in users who in the best case are not proficient in the product and in the worst case wholly dissatisfied.

We desire proficient customers who rave about our products and services and not at us. For this reason, we have taken a number of steps. As most of you know, there has been a great deal of turnover in our support staff. You may have witnessed this as a series of changes in your assigned representative. Many of the changes came about as a result of proactive calls made by our account representatives. We now have a support staff that is motivated and committed to values which in previous years, had made our support organization great.  read more…

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A Letter From The Technical Support Manager
Of Technical Difference, Inc.

I would like to take a moment to introduce myself. I am the Technical Support Manager of Technical Difference, Inc.: the People-Trak people. I am excited to have come on board here at People-Trak about 4 months ago. During the past 4 months I have spent a lot of time looking at how things have been done in the past and working with Upper Management on our plan for the future.

As was mentioned in the previous letter from the President, we are launching a new support program known as PACE. PACE stands for Proficiency and Customer Engagement. Our support staff will have specific duties and scheduled calls designed to make you, the Customer, more proficient with People-Trak Software.  read more…