Suppliers to Security Forces

Customer service and staff training also have been enhanced. For example, Beck designed a plan for each customer service rep (CSR) to have three monitors: one for viewing customer data, one to display product descriptions and specifications; and the third to view Microsoft Outlook and Diamondback’s Internet protocol phone system activity. This helps the CSRs have all pertinent information when they’re communicating with customers, says Beck. “It also facilitates quicker and more reliable training of new hires by providing current and accurate product information,” he notes.