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    Service Excellence Is an Attitude

    by:
    FOC Operations
    Published: February 3, 2016

    Traditionally, the turn of the New Year is a time for change and Fiber Optic Center has embraced this tradition to its fullest for 2016.

    As you might have read in our recent press release, Fiber Optic Center Announces New President and CEO,  as of January 1, 2016, I proudly became the President and CEO, Neal Weiss changed his title to Founder and will work part time as an adviser, and Tom Waite was promoted to Vice President.

    Though Tom’s promotion will be seamless to our customers, we support Tom’s approach to this new position with the infamous “new year, new me,” motto (minus gym memberships) with strategic focus on the three departments he manages including customer service, shipping and inventory.

    With a company focus on improvement over change, we keep in mind the goal Neal set to be the best partner for our customers and suppliers, as well as to be one of the best places to work.

    Our customer service department will continue improving our unique customer experience by proactively anticipating our customers’ needs and expectations.  In 2016, Tom hopes to exceed them.

    Tom will offer insight monthly through his FOC Customer Service Blog posted on our website and sent out through Twitter @TomWaite_FOC.  Additionally, we will have a special feedback line where customers can share thoughts, needs and suggestions with us at the new FOCCSfeedback@focenter.com email.

    Service excellence is an attitude

    Service excellence is an attitude and Tom intends to ensure it is ingrained in every department he manages from customer service to shipping to inventory control.

    Tom started in IT at FOC in 2000 and went right to work on our website making sure it provided valuable information for the customer.  From there, he helped develop many of the business workflows used here.  His goal in designing these was to always make sure we had the tools to get the customers exactly what they wanted in a timely manner.

    twaite

    Tom Waite, Vice President

    These systems had to be flexible allowing us to quickly respond to new requests for items we had not previously received and were not necessarily already in the system.  In other words, his job from day one was to take care of customer’s needs.  His ‘customer first’ philosophy will be integral in making sure we continue to succeed moving forward.

    A part of Tom’s blog, to provide constant communication and sharing, will include thoughts, plans and experiences in shipping and inventory as well as customer service.

    FOC will continue to measure our relationships, refine our processes, and proactively find solutions that guarantee continuous improvement.

    Inventory remains a key piece in FOC’s foundation and this year will continue our daily commitment to strengthen processes and meet new demands.

     

    Additional resources from the FOC team include:

    Have questions about this article?

    Contact FOC with questions at: (800) 473-4237 / 508-992-6464 or email: FiberOpticCenter@focenter.com and we will respond ASAP.

    About the Author
    Ben Waite Ben Waite, President and CEO Ben Waite began his career at Fiber Optic Center (FOC) in 1995. Ben brings his extensive experience in technical field work, business strategy and engineering management to his position of President and CEO. His manufacturing knowledge and experience is invaluable to FOC customers’ worldwide operations. In addition to his responsibilities at FOC, Ben has been an active member of the New England Fiberoptic Council for many years, including NEFC board positions as Secretary, Treasurer, and President. He is also on the Board for the International Cable and Connectivity Symposium (IWCS). Ben graduated from Colby College with a BA in Physics, Math, and Science and Technology Studies. He and his wife reside outside New Bedford, with their three children, where they are deeply involved in their community and extended families. Outside of FOC, he can be found coaching youth Baseball and Soccer. Follow @BenWaite_FOC
    Education Resources

     

    Light Brigade Certified Training

     

    About Fiber Optic Center, Inc.
    Fiber Optic Center, Inc., (FOC), is an international leader in distributing fiber optic components, equipment and supplies and has been helping customers make the best cable assemblies in the world for over two decades. Several areas of specialization and expertise, in which they are the industry leader, make them the preferred choice for many of the world’s fiber professionals. In these key technology areas, FOC is "at least as technical as the manufacturer" about the products they sell. Striving to "make the business part easy," they offer outstanding and personal customer service, low or no minimum purchase order values, and from-stock delivery on industry-leading products and technology. FOC is the industry connection to the most innovative optical products, technologies and technical experts who integrate their manufacturing knowledge and vast experience into customers' worldwide operations. @FiberOpticCntr

    For further information contact:
    Fiber Optic Center, Inc., 23 Centre Street, New Bedford, MA 02740-6322
    Toll Free in US: 800-IS-FIBER or 800-473-4237 . Direct 508-992-6464. Email: sales@focenter.com or fiberopticcenter@focenter.com

    For media contact:
    Kathleen Skelton, Director of Strategic Marketing, C: 617-803-3014 . E: kskelton@focenter.com
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