Southwest Microwave's Frontline Personnel Deliver Customer Satisfaction
Customer Service Team Works Hard to Meet Customer Needs

As an industry leader offering state-of-the-art perimeter security systems, the performance of Southwest Microwave's customer service department is key to preserving the company's reputation for excellence. Dedicated to going above and beyond customer expectations, Southwest Microwave's customer service team serves as an important first point of contact.

"As a whole, the customer service team is the frontline that meets our customers; we are the first people they talk to," says Barbara Kennedy, Customer Service Administrator at Southwest Microwave. "The level of care we offer each customer communicates the personality and attitude of Southwest Microwave. How we react to what our customers need, how quickly or how well also reflects upon many other departments within Southwest Microwave, so we always put our best foot forward."

Made up of a team of highly qualified, hard-working customer service specialists, the company's customer support group includes four people: Barbara Kennedy, Diane Nesbitt, Marcia Moses and Errick Currie.

Kennedy primarily handles order processing and follow-up activities, while Nesbitt is in charge of invoicing and international shipping documentation. Moses handles parts quotations and quote follow-up, and coordinates Southwest Microwave's Perimeter Security Solutions seminars. Along with fulfilling requests for sales literature, Currie is the company's main contact for those customers requiring technical training.

"Any type of basic interaction with customers is our call," says Kennedy. "If there's a question on an order or a request for pricing, we take care of it immediately. It's very important that we understand our customers' needs so we can help them accordingly."

"When a customer calls, we help them with whatever challenge they might have," Nesbitt says. "It may be as simple as a request for a tracking number on a package, or assisting them with larger, more complicated projects."

Coordinating International Shipments
With Southwest Microwave's growing global presence, international orders have now become a large part of the team's workday. Kennedy enters these and oversees international shipments.

Nesbitt then creates the documentation that goes along with international orders. "Anything international definitely involves extra steps," she explains. "There's lots of paperwork, like security clearance forms, required to get a shipment through customs to its final destination."

Seminar and Training Coordination
As part of its promise to deliver superior customer service, Southwest Microwave offers 40 Perimeter Security Solutions seminars each year - exposing architects, consultants, integrators and end users to the many applications for perimeter security equipment. Moses coordinates these.

"To promote our seminars, names are pulled from our database in the region that corresponds to the location of the event," says Moses. "I create an invitation that provides our target audience with information about the event. I track registrations, and after the seminar we send attendees any follow up product documentation or pricing they request."

Southwest Microwave also offers monthly technical training on its microwave sensors, INTREPID™ MicroPoint™ Cable fence detection system and Perimeter Security Manager software. Currie enjoys the challenges involved with coordinating these classes.

"With only 12 spots available each month, and often a higher demand for seats than the available supply, there's always some juggling to do," Currie explains. Along with registrations, he prepares the training manuals and supplies, and produces certificates for participants who successfully complete the classes.

A Team Effort
Providing support for Southwest Microwave customers is only half the story for this team. They also partner with the production, shipping, accounting, repair and marketing departments. For Kennedy, the process of taking an order involves significant coordination with other SMI teams.

"When we get an order, I first talk to production to make sure we have the equipment in stock or determine expected lead times," explains Kennedy. "I then coordinate with the shipping team to schedule the order for packaging and departure. We then follow up with the customer who placed that order to keep them informed on their order status."

How an order is handled is serious business for Southwest Microwave. In an ongoing effort for continuous improvement in customer care, Kennedy has recently begun sending out Customer Satisfaction surveys asking customers to rate their interaction with Southwest Microwave.

"We are held accountable by our customers, and we keep this in mind in everything we do," she says.

Whether processing orders, planning seminars or taking care of customers, it's never a dull moment for the customer service team.

"It's never redundant," says Kennedy. "It's always new customers and new challenges. We enjoy handling their inquiries and problem solving for them. Hearing the relief in their voices after we've taken care of their needs is one of the most fulfilling aspects of my job."