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First Time Right at Every Client Response

In this week’s edition of our First Time Right, we sat down with Shane Diplock, our customer service manager, to hear how he and his department deliver on the First Time Right promise.

What is your role at CONTROLTEK?

At CONTROLTEK I am the customer service manager. I ensure that my team of robust, highly trained customer service people provides fanatical service that we promise to all of our customers. I love working with my team and we work together every day to assist our customers and sales personnel quickly, efficiently and most importantly accurately the first time. My team and I have a great relationship and together we make customer service a very exciting part of our organization.

Shane Diplock Blog

Shane Diplock started his career at CONTROLTEK as a customer service representative in 2016, and today leads our Customer Service department.

How do you deliver First Time Right in your work?

First Time Right for customer service is not about perfection. First Time Right for us is ensuring we answer to our clients and sales persons’ needs, all the while making them feel comfortable so they enjoy the process. It is about responding to clients correctly and accurately, but it is also about taking risks. We try to find new ways to accomplish old tasks and that is what we believe First Time Right is all about.

What’s the favorite part of your job?

The favorite part of my job is when we are able to assist the client quickly, efficiently, and accurately the first time. I also really enjoy working with my team and peers in other departments. It is truly an incredible experience to watch them grow, and they all are a real pleasure to work with. We all come from very different backgrounds, and perhaps it is our diversity that enables us to be an agile security solutions company.

What inspires you?

It is so inspiring when a client comes to us with a major problem and one of my team members rises up to the occasion and solves it. It is stimulating to see the team flourish and work their very hardest to make sure the client is happy.

What’s the number one thing you’d like the world to know about CONTROLTEK?

I would love the world to know that our company is a tiny giant. Although we are small in numbers, we are fierce and agile. This family company that started 41 years ago in a basement is now the second largest security solutions provider in the retail industry, and that is awesome! We are all focused on being First Time Right!