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Home / Washington Business - November/December 2006 / Profile - Kirk Nelson: Betting on customer service |
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Profile - Kirk Nelson: Betting on customer service |
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Written On: November/December 2006 |
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Written By: by Shawn Sullivan |
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When Kirk Nelson joined Pacific Northwest Bell in 1979, there was only one way to make a phone call. Today, the telecommunications industry uses satellites, wireless technology, copper, fiber optics and cable to connect almost every corner of the globe. In the intervening 27 years, Nelson has witnessed and taken part in shaping some of the most significant advancements in the telecommunications industry.
Nelson earned his bachelor’s degree from Pacific Lutheran University before going on to hold several management positions in marketing and operations at Pacific Northwest Bell. While working for Bell, Nelson earned his Masters of Business Administration from Seattle University in 1985. The early days of his career gave him a solid understanding of all facets of the business.
In 1999, six months prior to the merger with Qwest — and after receiving several promotions that took him across the northwestern United States — Nelson’s skills were recognized by top executives and he was appointed president of Qwest’s Washington operation.
"When I took over in Washington, we were transitioning from a traditional monopoly to an organization that quickly needed to understand the implications of competition," Nelson said. "Especially with the highly competitive markets we now find ourselves in."
Nelson immediately set a more collaborative tone with Washington public policy stakeholders and focused his team on improving customer service and rebuilding Qwest’s reputation with its customers, local communities and its employees.
"For Qwest, our focus is entirely on the customer," Nelson said. "Customer satisfaction has significantly increased over the past five years, and complaints to the [Washington Utilities and Transportation Commission] dropped from more than 3,000 a year to less than 400 in 2005." In fact, JD Powers recently rated Qwest’s technicians number one in the industry.
This renewed commitment to customers has paid off dramatically. "We have been making steady progress since 1999, but we still have room to improve," Nelson said. "Our customers today have multiple choices to meet their communication needs, and we have to earn their business through the spirit of service every day."
While focusing on improving Qwest’s customer service, Nelson also spearheaded the company’s public policy agenda by gaining more regulatory flexibility in Washington. "We did this so Qwest can compete on a more level playing field," Nelson said. Qwest has continued to raise awareness within government and the public that the telecommunications industry is highly competitive.
On Sept. 22, Nelson was elected chair of the board for the Association of Washington Business. During his one-year term, he plans to encourage other AWB members and staff to utilize his commitment to customer service. "In the past six years, AWB has nearly doubled its membership to more than 6,000 members," Nelson said. He attributes this success to AWB’s basic principle of members first. "I think this increase in membership clearly demonstrates the value AWB provides to its members, the state’s economy and the community — something I intend to continue as current chair."
Nelson’s commitment to customer service will vastly improve AWB’s already stellar reputation with its members. "In the next year, I’d like to see us continue to increase our membership, work with the Legislature in a bipartisan way to communicate our agenda, and continue to build our partnerships and coalitions," he said. Bipartisanship is something that AWB, like Kirk Nelson, has strived to accomplish for many years. Under Nelson’s guidance, it will continue as one of the highest priorities in 2007.
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