Ian McKenzie, Customer Services Executive

Ian McKenzie has been with Activ for 3 years and is responsible for general administration, order processing and the setup of new customer training and testing accounts.  Ian is also first in line for receiving general telephone enquiries, so most of you have probably spoken to him at one point or another!

He says “At Activ we believe that high quality customer service in support of our leading testing and training products, is extremely important. In my time so far at Activ, I have seen the business develop hugely, but although we are getting bigger as a company, it is important that we do so without losing the exceptional standard of service delivery that our customers have come to expect.” 

Ian believes that, from the customer’s viewpoint, ‘good customer care’ means a number of things.  “It is important for me to respond to customer’s requests quickly.  When we get an order, I aim to process it and get all the instructions out to the customer promptly.  Also, if I get a query that I can’t solve immediately, I always take responsibility for ensuring that the answer is available in the shortest possible time.  It is important that customers feel that their query is in good hands.”

His job requires a wide knowledge of BCS Qualifications.  “With new certifications like e-type and Level 1 Word Processing alongside ECDL and e-Citizen,” he continues, “we offer a variety of Approved Qualifications and they can all be conducted via one unique system, the ActivTest system.”

Having personally gained his ECDL certificate, Ian says: “The qualification not only teaches the user how to get the best from their computer, it also covers the Office applications widely used in workplaces or at home. It’s an internationally recognized certification and from the evidence of Activ’s expanding international client base, it is clear that people worldwide share my views!”

Outside of Activ, Ian’s main interests are watching and playing sports.  In particular he holds a big interest in football, being an avid Arsenal FC supporter.  In addition, Ian plays football and snooker regularly and enjoys going to the cinema. 

March 2008