The service offered to clients will be deemed outstanding only if the employees find it to be outstanding in the most challenging circumstances. Anyone can shine doing the easy and expected. It will be in fielding the unforeseen "curveball" that our client care specialists will win long-term loyalty for VERITAS. Our model is to be both proactive and responsive.
Proactive, in that we will meet with appropriate members of your team on a periodic basis to ensure services are being delivered, which meet your expectations and satisfaction. Your assigned Client Care Specialist (CCS) coordinates all services available within the scope of our offering. Education in how best to use and get the most value from the resources we make available to you is paramount to their agenda.
Responsive doesn't simply mean how fast we answer the phone when you call. Responsiveness is a function of how fast and effectively we resolve your question or issue to your satisfaction. This means that the VERITAS representative who is brought a client or employee issue is tasked with seeing it through to completion even if he or she needs to bring in outside resources. You will receive updates on what is being done, who is involved, and what the expected timetable is for resolution.
This brings us to our "Iron Clad Guarantee":
--"If we work together long enough, at some point there will be a problem that will be my fault"-
Sounds like a funny guarantee, but when you stop and think of it, how could anyone promise anything else? Instead, we back up that guarantee with this promise: "I will deal straightforwardly in any instance where we have erred and will do whatever is in my power to make it right."
There are too many instances where small problems can grow into very large ones because of inattentive neglect or prideful obstinacy. When dealing with issues regarding your employees there is no room for that, and our Client Care philosophy is founded on avoiding those very large problems.