EDD: Issues, Law, and Solutions: How Superior Document Services Makes Great Customer Service Our Company's Culture

Thursday, April 28, 2011

How Superior Document Services Makes Great Customer Service Our Company's Culture

Customer service is usually part of every company's policy but at Superior Document Services great customer service IS our corporate culture. Our bread and butter if you will. All of our employees are a empowered with decision-making capabilities to serve you - our customers in the best possible manner.

The cornerstones of Superior Document Services focus on service is worth elaborating on:

Lightning Fast Response Times

From our dead center downtown location to our 24 hour live on call services our focus is on being ready to do the impossible. Many large businesses do not reply to customer emails or calls promptly This sort of response won't fly in a customer-focused litigation support business. We strive to provide lighting fast responses to customer questions, comments, or orders. When an email or call comes in its treated like a fire alarm. We answer the phone and emails round the clock and - like a hospital emergency room; are available when you need us. where you need us.

The Extra Mile

If a client asks Superior to do something - we do it - with a smile. Our decades of experience make us a clearing house for all kinds of broad based knowledge that can provide priceless back up for whatever needs you may have. Our nationwide network of contacts is just a phone call away.

No Excuses

We Stand behind our work. We don't try to blame it on the customer, the circumstances, another vendor, or the position of the moon in the sky. We are 100% results oriented. We understand its not who made a mistake; its how fast can an issue be resolved. It's amazing what a difference it can make if you just say "An error has been made, but I will make it right".

Listen

Like we , reallylisten. We never assume you know what you want. We strive to understand what you are saying and ask for clarifications on things that might be ambiguous. We understand that our clients might be unfamiliar with certain terminologies in our profession. We are not order takers - we are proactive.

Keep Promises

If we say you’re going to do something, we do it. It’s part of being a professional. If, due to complexity or other complicating issues we need more time on something, we promise to let you know as soon as possible, not after you’ve already missed the deadline. Honoring our commitments is of utmost importance.

Expect Problems, Be a Solution

Expect problems.Knowing that there will be problems, you should be prepared to handle them when they come. .Customers that have had problems and believe they were treated fairly will often be your most loyal customers in the long run. Our profession is heavily reliant on communication skills.

Never Argue About Returns
Superior Document Services has a 100 percent satisfaction guaranteed return policy. We will never fuss about any return for any reason. Our concern is long term relationships, not "one and done". The more we know about you and your business the more assistance we can provide.

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Sedona Principles 2nd ed.

1. Electronically stored information is potentially discoverable under Fed. R. Civ. P. 34 or its state equivalents. Organizations must properly preserve electronically stored information that can reasonably be anticipated to be relevant to litigation.
2. When balancing the cost, burden, and need for electronically stored information, courts and parties should apply the proportionality standard embodied in Fed. R. Civ. P. 26(b)(2)(C) and its state equivalents, which require consideration of the technological feasibility and realistic costs of preserving, retrieving, reviewing, and producing electronically stored information, as well as the nature of the litigation and the amount in controversy.
3. Parties should confer early in discovery regarding the preservation and production of electronically stored information when these matters are at issue in the litigation and seek to agree on the scope of each party’s rights and responsibilities.
4. Discovery requests for electronically stored information should be as clear as possible, while responses and objections to discovery should disclose the scope and limits of the production.
5. The obligation to preserve electronically stored information requires reasonable and good faith efforts to retain information that may be relevant to pending or threatened litigation. However, it is unreasonable to expect parties to take every conceivable step to preserve all potentially relevant electronically stored information.
6. Responding parties are best situated to evaluate the procedures, methodologies, and technologies appropriate for preserving and producing their own electronically stored information.
7. The requesting party has the burden on a motion to compel to show that the responding party’s steps to preserve and produce relevant electronically stored information were inadequate.
8. The primary source of electronically stored information for production should be active data and information. Resort to disaster recovery backup tapes and other sources of electronically stored information that are not reasonably accessible requires the requesting party to demonstrate need and relevance that outweigh the costs and burdens of retrieving and processing the electronically stored information from such sources, including the disruption of business and information management activities.
9. Absent a showing of special need and relevance, a responding party should not be required to preserve, review, or produce deleted, shadowed, fragmented, or residual electronically stored information.
10. A responding party should follow reasonable procedures to protect privileges and objections in connection with the production of electronically stored information.
11. A responding party may satisfy its good faith obligation to preserve and produce relevant electronically stored information by using electronic tools and processes, such as data sampling, searching, or the use of selection criteria, to identify data reasonably likely to contain relevant information.
12. Absent party agreement or court order specifying the form or forms of production, production should be made in the form or forms in which the information is ordinarily maintained or in a reasonably usable form, taking into account the need to produce reasonably accessible metadata that will enable the receiving party to have the same ability to access, search, and display the information as the producing party where appropriate or necessary in light of the nature of the information and the needs of the case.
13. Absent a specific objection, party agreement or court order, the reasonable costs of retrieving and reviewing electronically stored information should be borne by the responding party, unless the information sought is not reasonably available to the responding party in the ordinary course of business. If the information sought is not reasonably available to the responding party in the ordinary course of business, then, absent special circumstances, the costs of retrieving and reviewing such electronic information may be shared by or shifted to the requesting party.
14. Sanctions, including spoliation ﬁndings, should be considered by the court only if it finds that there was a clear duty to preserve, a culpable failure to preserve and produce relevant electronically stored information, and a reasonable probability that the loss of the evidence has materially prejudiced the adverse party.
Copyright © 2007 The Sedona Conference®. All Rights Reserved.
Reprinted courtesy of The Sedona Conference®.
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