Success Through Service Excellence Issue 4 December 2007 20071201 PDF As more and more products are commoditized, personalized service and trust become the differentiating factor for clients—with succeeding firms being those that build long-term relationships through responsiveness, personal attention, and caring.
The Pershing Press | Sales Insights and Opportunities for Investment Professionals
Success Through Service Excellence
Issue 4 December 2007

As more and more products are commoditized, personalized service and trust become the differentiating factor for clients—with succeeding firms being those that build long-term relationships through responsiveness, personal attention, and caring.

At Pershing’s Annual Customer Conference this past October, Lucille Mayer, Pershing’s Chief Quality Officer, spoke about the challenges that financial organizations— including Pershing—are facing in order to rapidly respond to changing customer needs.

"At Pershing, we talk not only about delivering service, but about delivering service excellence." —Lucille Mayer, Pershing’s Chief Quality Officer

“Providing personalized service and trust is vital to Pershing’s service excellence commitment,” said Mayer, “based on a long history of reliability and comprehensive quality management processes, founded on listening to customers and providing quantified results. At Pershing, we talk not only about delivering service, but about delivering service excellence. It takes a combination of people, processes, objective measurement, and communication to make a satisfying customer experience at every interaction.”

The objectives that drive Pershing’s service excellence commitment are twofold:

  • Processing each client request quickly and accurately the first time
  • Being rapidly responsive to exceptional situations
  • Taking personal responsibility for excellence
  • Being an industry thought-leader and at the forefront of changing regulations
  • Providing tools and processes to help you delight your client
  • Proactively measuring our success versus our service commitments

Collectively, through each of these approaches, Pershing aims to continually provide the personalized service vital to the foundation of its service excellence platform.

“We want to help our customers achieve their interpretation of success,” says Mayer, "and make each and every experience with Pershing as their partner, a valued one."

As more and more products are commoditized, personalized service and trust become the differentiating factor for clients—with succeeding firms being those that build long-term relationships through responsiveness, personal attention, and caring. PDF

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