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Creating a Great Customer Experience written by Debra Mercier

04 Jul 2022 10:29 PM | Anonymous

Debra Mercier, Comcast Business Sales Executive WWLF Co- Executive Director of Programs

In an industry that is focused primarily on customer-driven satisfaction, creating the perfect customer experience is so much more than giving the customer what they want. It is about creating strong, lasting relationships. It’s about knowledge of the industry itself and providing real-time support. It’s about knowing their needs before they do and understanding future requirements that will assist in their growth as well as ours.

            I have always said, ‘love what you do, and it will show.’ This is another component of the great customer experience. The customer should be able to rely, not just on the quality of the work but the integrity of the team. Trust is a key factor as well. I suppose you could say that the telecom industry is much like a balancing act. On one hand, we have quality and needs. While on the other hand, we have speed and reliability. So many factors go into creating a great customer experience. For me, integrity and credibility are at the top. The customer has chosen you, now go out and give them the best experience they have ever had. Tell them what you are going to do, then go do it.

            After 20 years in the telecom industry, I’m not quite sure how to put my journey into words. Let’s just say, ‘be careful what you wish for because you just might get it.’ Ironically, I didn’t actively look for a position within the industry. However, the industry found me. Like many others my age, I put my career in the hands of employment agencies; starting first with a growing cable television company. This was a time before cell phones became as popular as they are today. I was then, as I continue to be, a very forward-thinking person. I knew what I wanted, and I simply went for it; headfirst.

            As I stated previously, I didn’t find telecom, it found me. Paging was where I really dug my heels in and grew as a salesperson. Surprisingly, successes came easily, and naturally. I was intrigued by how quickly the products and services evolved and all the training. I thrived on interpersonal connections, and, like a sponge, I gained as much knowledge as I could. Frankly, there was so much to learn. The different businesses and products were vast, and I took it all in. I wanted to know everything about the telecom industry.

            I feel a sense of enormous pride when I think about all I have accomplished. As the industry has grown, I too have grown with it. Unfortunately, growth isn’t always enough. Lately, we have had to take on a larger amount of adaptability. Within the last two years, the world around us has changed, and we have found that we must change with it and adapt to the diverse needs of our customers. It has taken me 25 years to get where I am today. A lot of hard work and sacrifice; long hours full of success and failure. My failures are small, but I value them just as I do my successes. It is easy for a person to be judged upon by their successes. However, it takes a real winner to accept the judgments of their mistakes, for it is not how many times we win but how we accept defeat and gain strength from it.

            The future of the telecom industry is unknown. Much like gazing into a crystal ball. There are so many advances on the horizon in the telecom industry. However, technology is rapidly changing. Even as we speak, new devices are being developed, networks are being built and new companies are entering the industry. The industry is changing so we must change with it. What I see more and more is the convergence of solutions and Telecom as a Service, this will allow all buildings and users to get what they need when they need it, and fully managed solutions. We need new, free-thinking individuals that are not afraid to get their hands dirty; men and women that have the ability to think out of the box. Scratch that, throw away the box and dive in -  the world is our oyster. 

            My advice to those seeking a career in the industry is to first find a mentor. This will guide you along in your journey. Always keep networking; in sales it is the key to your success. You never know who you’re talking to and how that person can support you someday. Never stop learning, always want more, and become active in your community.

            Eight years ago, I was introduced to WWLF, and the access to so many people, education, and companies, WWLF gave me the support platform to help launch my career to the next level. I became a member, a mentor, and in the last 3 years on the Leadership board. The knowledge I have gained from this organization is priceless. I am currently excited and ready to run for President in the upcoming election later this year, these opportunities are open and ready for you to go for it. I am a strong believer in what WWLF stands for. The organization’s passion for advocating for strong, career-minded women is one I wholeheartedly share. I work hard to support the success of our industry for our customers and for those of us that strive for professional and personal success.

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