Those who have taken the time to attend our on-line presentations or read our training documents know that Radio Relay International generally classifies customer service in two categories; “direct” and “indirect.”
Indirect customer service focuses on supporting organizations and agencies that serve their local or state communities. RRI provides infrastructure for organizations such as ARES®, RACES, AUXCOMM, and so forth. Our goal is to provide training, day-to-day net activities that serve as a communication “drills,” and infrastructure upon which served agencies can confidently rely without feeling compelled to create parallel networks, the overhead of which consumes valuable staff resources better applied to direct emergency services.
Direct customer service focuses on the day-to-day messaging services RRI provides. When a radiogram is injected into the RRI network, the customer must have a reasonable expectation that the message will be relayed accurately and delivered promptly. Quality customer service is essential to creating goodwill and a positive perception of our service. It is also essential to attracting high-quality volunteers to our organization. This is why we have created the RRI Certified Radio Operator program and the new certified (fast telegram) precedence for certain classes of radiogram traffic.
A recent example serves well to drive this point home. Here is the text of a letter recently mailed to RRI:
Several years ago, I was looking into joining RRI but got busy and didn’t follow through. This past Friday, I had occasion to rely on your services due to a death in our family and my inability to contact my brother as his phone was not working.
I sent a message via your Region 9 (Illinois) net operator Roy Eades, and my message was hand delivered. Mr. Eades knew how to get the job done and was very professional. That renewed my interest in helping out if I can.
Several of our ARC members heard my story and want me to do a presentation on RRI at one of our club meetings.
Enclosed is my Radio Operator Registration form.
Thank you for the assistance of your operators.
Customer service should always be our primary goal, driven by high operating standards. Messages should be originated with timely and complete address information to provide multiple delivery options. Messages should not sit on a local or section net for days awaiting an “outlet.” In an era of toll-free calling and nearly universal email service, it is better to deliver a radiogram in a timely manner from halfway across the state than it is to deliver it four or five days after it was originated.
The delivery process should also be professional. Use the modern RRI “fillable” radiogram forms when possible. Follow the proven delivery protocols recommended by RRI. Always exercise decorum and courtesy. Present the Amateur Radio Service in a positive light when contacting the public. We are all salespeople who are marketing the Amateur Radio Service to the public and our served agency customers.
RRI works in a collegial manner with many different organizations to achieve a high level of customer service. Our emphasis is not on egotism, political games, or asserting some form of hegemony over the Amateur Radio Service. Instead, we want to achieve mission success by building something of lasting value that is of service to the public. We cannot do it without our many volunteers who believe in quiet professionalism and high operating standards. We cannot do it without a collegial relationship with allied organizations. RRI is building a great team, and everyone’s efforts are greatly appreciated.