MAKO Sur­gi­cal mar­kets a fam­ily of knee implants for a min­i­mally inva­sive pro­ce­dure called MAKO­plasty. Some of you may be walk­ing around pain-free thanks to MAKO.

Like many med­ical device com­pa­nies, Mako Sur­gi­cal has spe­cial­ists who are present in the oper­at­ing room to con­sult with physi­cians. These spe­cial­ists, who pro­vide the face-to-face con­tact with cus­tomers, are backed up by a team of inter­nal employ­ees: Field Ser­vice tech­ni­cians repair equip­ment onsite; tech­ni­cal sup­port tech­ni­cians, clin­i­cal sup­port tech­ni­cians, and cus­tomer ser­vice rep­re­sen­ta­tives pro­vide sup­port by phone.

Why Focus on Inter­nal Cus­tomer Service?

While many com­pa­nies seek­ing to improve cus­tomer sat­is­fac­tion would think of only train­ing their customer-facing employ­ees, Rachele Riv­ière, Cus­tomer Rela­tions Man­ager, and Tom Klug, Sr. Direc­tor of Cus­tomer Sup­port, real­ized that with­out good com­mu­ni­ca­tion and a com­mon vision of ser­vice between the inter­nal sup­port staff and the MAKO­plasty Spe­cial­ists, it would be dif­fi­cult to achieve high cus­tomer sat­is­fac­tion scores.

Rachele and Tom selected Impact Learn­ing Sys­tems to help their teams improve in spe­cific areas such as lis­ten­ing and act­ing on inputs from cus­tomers, respond­ing quickly and pro­fes­sion­ally, treat­ing cus­tomers as long-term, val­ued cus­tomers, hav­ing effi­cient processes, and pro­vid­ing qual­ity ser­vice so that the cus­tomer would rec­om­mend MAKO to others.

How MAKO Improved Inter­nal Cus­tomer Service

The MAKO sup­port staff com­pleted Get­ting to the Heart of Cus­tomer Ser­vice™, Get­ting to the Heart of Tech­ni­cal Sup­port™, and Get­ting to the Heart of Field Ser­vice™ all designed to improve cus­tomer com­mu­ni­ca­tion skills while cre­at­ing a com­mon ser­vice lan­guage and improv­ing oper­a­tions. Man­agers com­pleted the super­vi­sion course, Mak­ing It Hap­pen™, and Impact pro­vided a trainer to facil­i­tate a class-room prac­tice session.

What Were the Results?

Pro­vid­ing con­sis­tent inter­nal cus­tomer ser­vice has impacted cus­tomer per­cep­tions of MAKO. Six months after train­ing, they’ve achieved the fol­low­ing results:

• 6% increase in “lis­tens and acts on my input”
• 2% increase in “is easy to do busi­ness with”
• 2% increase in “responds quickly and professionally”
• 7% increase in “process efficiency”
• 5% increase in “I would rec­om­mend MAKO to a colleague”

If you have inter­nal teams that need to work more in har­mony to bet­ter serve your cus­tomers, let us know. We’d love to help them develop a uni­fied vision of ser­vice and skills to take your cus­tomer sat­is­fac­tion to a new level.