ADT 2012 Annual Report Download - page 11
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ADT’s 16,000 team members value the business of our
6.4 million customers. Manager Bryan Davis of ADT’s
North Central Valley Security Services maintains his
team in Sacramento, Calif., is “customer obsessed.”
Dr. Alka Khungar, an ADT customer experience manager
in Boca Raton, Fla., says focusing on customers’ needs
transforms team members into passionate advocates
for our customers and helps drive business.
EXCEPTIONAL SERVICE CREATES
CUSTOMERS FOR LIFE
ADT team members work to earn the lifelong trust of
their customers every day. That commitment explains
why our customers trust ADT with the things that
cannot be replaced, remade or rebuilt. By sharing their
satisfaction with ADT’s services with new neighbors or
fellow small-business owners, customers are often the
best ambassadors for ADT.
CUSTOMER SATISFACTION TRULY MATTERS MOST
That’s why we’re raising the bar on customer service.
Every customer interaction is an opportunity to
exceed expectations. At our Knoxville, Tenn., customer
monitoring center, service means team members treat
every call as if it’s the only call they will take that day,
treat every customer as if they are the only customer
they have, and treat each as if they were a close family
member or friend.
In 2012, ADT earned a MarketTools ACE Award for
customer satisfaction for the second consecutive year.
But customers can expect more. At an end-of-year
ADT leadership meeting, 80 percent of the session
was dedicated to discussing how the organization can
become even more customer-obsessed.
Customers trust ADT not only to help with the safety of their property
but also with their lives. It’s a responsibility ADT takes very seriously.
ADT 2012 ANNUAL REPORT 9
Kelly Provost, Customer
Nurse Kelly Provost was taking a shower in her Big Lake, Minn., home last
February when the furnace exploded, sparking a re and spewing thick smoke
through the vents. She pushed the re button on her ADT security alarm and
soon, ADT emergency dispatch operator Andrew Burch in Knoxville had notied
her re department, which quickly responded. “I can’t thank him enough,” she
says, crediting Andrew’s fast response for saving her 11-year-old son, Ben, her
house and her pets—her 120-pound dog Bear, two cats, two birds and Bearded
Dragon lizards Fred and Wilma.