Huge Thanks to Our Service Team
It's Customer Service Week – a nationally recognized holiday celebrating the importance of customer service and customer service professionals. Here at Zecco, we made a strategic decision and investment in 2008 to dramatically improve the service experience we deliver to our customers. It's our top priority. And I'm happy and proud to say we're seeing the results of that initiative. The customer experience at Zecco Trading has improved tremendously in the past 12 months, and I'd like to give a big shout out to the awesome service team that made it happen.
The improvements in service are all due to the hard work and dedication of our 35 frontline reps who answer the phones, emails and chats day after day, and the rest of the team in Pasadena. According to our customer surveys, satisfaction* is up 28 percent since February. In our effort to further improve the quality of our service, we've added more knowledgeable, industry experienced representatives, and invested in the education and training of everyone. As a result, over 70% of our reps are FINRA Series 7 registered, well on our way to our goal of 100%. In other words, they really know their stuff. And they're picking up your calls faster too – within 40 seconds on average**!
Of course, nobody's perfect, and while our reps are 100% committed to giving you an incredible experience at Zecco Trading, we know there's always room for improvement. We're constantly shooting higher and setting bigger goals and benchmarks for ourselves. But today I want to recognize and celebrate the tremendous improvements our reps have achieved.
To celebrate Customer Service Week, we're giving our reps inspirational Lance Armstrong-like wristbands (in hot pink, of course!) to encourage everyone to delight our customers on every call. We're also hosting a breakfast served up by Zecco Trading President Mike Feser and the rest of his management team. I hear he fries up some mean eggs. These are just small tokens of the immense appreciation we have for our service team and examples of how important having a world class service organization is to us here at Zecco. You guys rock!
As anyone who's ever been on the phone with a less-than-thrilled individual knows, being a service rep can be a very difficult and challenging job. Of course, it is also immensely rewarding when that same customer hangs up happy! And we've seen a lot of happy customers lately:
"Your customer service is second to none and the main reason I switched from ETRADE."
"I would like to let you know that I am very pleased with the quality of customer service I received from Zecco over the past month or so. I am one of your earliest customers since 2006. Zecco has evolved very nicely so far."
"I just wanted to let you know how much I appreciate your excellent customer service department. When I ask questions...I get answers! I get answers the same day! I get follow up information from you guys in the days proceeding your initial reply, and I don't even ask for it!"
"I called your customer service and spoke to Fawna. I just wanted to say how much I appreciated her help. Patient, nice, helpful – it's rare enough these days that it really stands out when encountered."
"Zecco is to be congratulated for having a superb representative like Devin."
"Dear Austin, Outstanding! It is comforting to know that there are men like you that follow through and get things done quickly at Zecco."
So to Al, Allen, Amar, An, Andy, Anthony, Anwar, Austin, Bill, Bobby, Briana, Caren, Chad, Chris R, Chris T, Christian, Christopher, Cindy, Claudia, Courtney, Daniel, David, Devin, Diana, Erin, Eugene, Fawna, Fred, George, Handoko, Heidy, Henry P, Henry T, John, Joshua, Juan, Kelly, Kevin, Ladwana, Lem, Linda, Long, Mariam, Marjah, Michelle, Nick, Nishka, Peter, Roger, Rowela, Stephen, Steven, Thomas, Trung and Wilton I'd like to say THANK YOU! Your hard work has really paid off and I'm so incredibly grateful for all you do for Zecco!* Likelihood to recommend Zecco Trading to a friend taken from daily call satisfaction reports in August 2009.
** Daily average speed of answer for August 2009.
*** Taken from actual customer emails to Zecco Trading. No consideration was paid for any testimonials displayed on this website. Your experience may vary, and the testimonials are no guarantee of future performance or success.