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A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. ~ Mahatma Gandhi What is the total customer experience and why does it matter? At the root of any managed service, customer service is absolutely crucial. While positive customer service experience is a pillar to the coinciding success of on-demand expectations, service delivery means nothing without an inherent relationship in understanding a partner’s needs, and retrieving feedback. The RSA Anti-Fraud Command Center protects millions of end users worldwide, preventing millions of dollars in fraud losses. As a cornerstone of the RSA Fraud & Risk Intelligence solutions portfolio, the FraudAction external threat managed service offers complete coverage against phishing attacks, Trojans attacks and rogue apps, while providing intelligence from the cybercrime underground– a 24/7, follow-the-sun operation that is proud of its client engagement manager program and its motto: We Hunt, We Fight, We Defend, on behalf of our customers.
In light of customer appreciation day, the RSA FraudAction Anti-Fraud Command Center team would like to share its appreciation for the relationships we have built with our customers. Those relationships embody a sense of pride, passion and accountability for continuous improvement and service delivery – a sense of urgency that is conveyed by knowing that what we do matters, as a reflection of our customers’ feedback. As the head of RSA’s FraudAction engagement management team puts it, “…It’s not easy being the first line of support, especially in the anti-fraud industry. Customers are turning to us to help them with their most sensitive security issues. We take things personally. And when you do, you’ll find that you have fewer customers and more partnerships. In an era of hardware and software, dashboards and applications, where everything is commoditized, even fraud, it’s very easy to get lost in all the big data… and sometimes all you really need is someone who knows your name.” To our trusted partners – we thank you! #CXDay
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