For the second year in a row HP has just earned the Excellence in Service Operations certification from the Technology Services Industry Association (TSIA). The certificated was awarded for providing superior technical customer support and services to its personal customers in Europe, Middle East and Africa for both PC’s and printers. It’s also the first PC manufacturer in EMEA (Europe, Middle East and Asia) to win this coveted industry recognition in 2011
Gilbert Rossi, Vice President, Personal Systems Group, Customer Services, HP Europe, Middle East and Africa said: “Our focus is not only on providing exceptional support, but putting customers first and getting it right on time, the first time, every time! This certification means HP customers can purchase PC’s and printers with the confidence that HP is committed to not only standing behind our products, but to standing by our customers.”
This coveted third-party industry recognition includes a comprehensive evaluation of customer-centric phone, repair and web service operations. As part of the evaluation process, TSIA auditors compared HP support operations against nearly 300 industry best practices, including executive commitment, talent management, support tools and technology and operation metrics – plus core components such as strategy, marketing, assisted and unassisted support and repair.
“We are very proud of this recognition of HP’s continued efforts to provide the best support to our customers” said Joan Cañigueral, Vice President Imaging and Printing Group, Customer Support, HP Europe, Middle East and Africa.
Thomas W. Pridham, vice president and general manager, Organizational Development Services, at TSIA added: “HP is clearly committed to strive for excellence which was apparent during the audit process and in the results HP achieved,” he said. “We recognize that Excellence in Service Operations certification is an extra effort that HP makes in delivering on its commitment to customers.”
HP commented that TSIA auditors also closely reviewed its management policies and procedures, and a panel of seasoned service executives with more than 20 years of experience conducted rigorous onsite surveillance audits before making a decision.
With service and support such fundamentally important factors today in the decision making process for purchasing computers and peripherals, HP believes the award underscores its ongoing commitment to delivering the best customer experience possible
About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities and high-profile certification and awards programs. The organization’s corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT and industrial automation.
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