Michigan Relay Center
Bridging the Communications Gap
The Michigan Relay Center (MRC) is operated by AT&T on behalf of Michigan's Local Telephone Companies.
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Michigan Relay Center
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| Customer Contact Team "Wonderful, Helpful, Friendly, and the Best!" Smashing Success, Outstanding Results, Positive Plaudits abounds at the Michigan Relay Center from out invaluable relay consumers. We appreciate your solicitation and loyal support, generating us as one of the most sought after, most admired state-of-art relay service provider of choice. We continue to work closely, cooperatively with the deaf, hard-of-hearing, deaf-blind, speech disabled and hearing consumers in the distinguished state of Michigan. We continue to have solid work ethics, high quality, superior customer service with tremendous reputation and a success story. In order to provide and maintain high quality relay service consistently that meets or exceeds customer expectation and satisfaction, MRC is proud to recognize the "Customer Contact" team. We serve a vital link between the relay center and the community. The team would consist a cross-section of approximately four highly trained, highly motivated MRC employees from dual offices (Birmingham and Dearborn). The team would meet once every month. We would collect all the previous month documented customer reports inputted via phone/TTY calls, fax, snail mail and email. We would then classify them under two categories, "Commendations and Critical." We review, analyze and create some data and statistics. It is some sort of an internal diagnostic tool, that measures our performance. We would have meetings with the reps, critiquing reports such as relay call procedures, cultural aspect, the role of the relay rep (transparency versus customer service). The group sessions promotes increased awareness, valuation of relay service and it's intrinsic value. We are constantly reviewing, ensuring relay's "functional equivalency" in rapidly changing telecommunication landscape. We are determined to stay ahead of the curve through creative, practical innovation and empowered consumer involvement. We embody the concept that our end users should enjoy full range of features that MRC has to offer. We aim to ride high on the crest of telecommunication tidal wave. We appreciate every contact from our consumers who took the time to let us know of our service. Your input and feedback are so very invaluable, and would enhance our premier relay service even further. Thank you for making MRC a success with exceptional customer service. You are important to us. Our reps are constantly training so that they can provide MRC users with the best possible service. Training encompasses both technical skills, such as typing and spelling and areas such as ASL and Deaf Culture. We believe this well-rounded program and the dedication of our employees allows us to connect every relay call with care. Birmingham Team: Sue Thiede Jonathan Harucki
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TTY/TDD Users PC Users Call Procedures VCO-Voice Carryover Customer Contact Team HCO-Hearing Carryover Additional Relay Services Customer Profile
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