What Sets Us Apart
Focus on Your Customer
Delivering world class service begins with customer satisfaction. Our first priority is your customer’s and/or employee’s safety, security, and their positive interaction with our agents. Professionalism means extraordinary execution of service delivery. Alert, capable, energetic, and pleasant Andy Frain staff fully understand they not only represent Andy Frain Services, but our customers as well.
Consistency of Excellence
To ensure consistency, performance standards have to be established, measured, and delivered everyday on each shift! Performance metrics are agreed upon, measured, reviewed, and documented. Monthly customer reviews are conducted with Andy Frain Corporate semi-annual Customer Care surveys sent out to ensure outstanding levels of performance.
Our service begins with Andy Frain conducting a gap analysis to determine the overall effectiveness of your current program. Next, we recommend required changes and improvements that include technology, equipment, staffing/personnel, metrics, and system integrators. A comprehensive start up plan is provided with timelines, duties, responsibilities, and outcomes.
Right People/Right Job
Placing the right people into the right job is the most important responsibility of every Andy Frain manager. We hire for attitude, train to skills, and live by the belief that “Customer Service is EVERY employee’s job.” The Andy Frain unique S.T.A.R. process describes the criteria for employee development.
- Selection. Specific hiring criteria.
- Training. From job skill to interpersonal, decision making, conflict and customer service.
- Assessment. Performance standards, measurement, results.
- Recognition. Reward superior performance, courtesy and respect.
SAFETY Act Certification
Establishes credibility and competence. Protects against acts of terrorism. Limits risk and liability for our customers.