September 14th, 2020
by S.K. Ghosh

S. K. Ghosh Associates LLC (SKGA) is proud to be part of the International Code Council Family of Solutions that are working to maintain the three pillars of customer service: Build confidence, earn trust and go beyond. At every level of the company, the united goal is to give “extraordinary service every time.”

In support of the Code Council’s new customer service initiative, the SKGA staff hold weekly meetings to discuss topics related to helping our clients. We not only explore how to provide excellent service externally but also how to support each other as a team internally. The dedication to quality service is being prioritized in every relationship and interaction within our business.

One team member recently went above and beyond to help a loyal customer who was having technical difficulties getting onto a live webinar. He helped her patiently, personally and efficiently. He tried every solution. Even though he could not get the customer onto the webinar in time, he did not give up on creating a positive experience. The SKGA employee provided her a full complimentary recording of the resource she needed, which was greatly appreciated. While technical aspects were out of his control, the customer service the employee provided allowed us to keep the client’s confidence and trust.

As part of the Code Council, SKGA serves a wide breadth of clients — whether it be individual design professionals, large firms, government entities or trade organizations. Through our code consulting services, we have staff who gather feedback and work closely with clients to help implement and enforce building codes and standards that will allow for safer constructed buildings. We also have team members in constant communication with customers, paying meticulous attention to their needs.

In support of the new customer service initiative, our team hopes to work with other departments within the Code Council to provide additional customer service in a timely and efficient manner. We plan to continue collaborating to become the absolute go-to, reliable resource for any structural code expertise.

Even though customer service has been at the forefront of our minds as an organization for years, our loyal client-base is likely to flourish and expand even further with this renewed emphasis on customer service.

About the Author
S.K. Ghosh
Dr. S.K. Ghosh, Ph.D., is known internationally for his work in earthquake engineering. He has influenced seismic design provisions in the United States for many years by serving on or chairing numerous committees and advisory panels. He specializes in the analysis and design, including wind and earthquake resistant design, of reinforced and prestressed concrete structures. Dr. Ghosh is active on many national technical committees and is a fellow of ASCE, SEI, ACI, and PCI. He is a member of ACI Committee 318, Standard Building Code, and the ASCE 7 Standard Committee (Minimum Design Loads for Buildings and Other Structures). He is a former member of the Boards of Direction of the Building Seismic Safety Council, the American Concrete Institute, and the Earthquake Engineering Research Institute. In addition to authoring many publications in the area of structural design, he has investigated and reported on structural performance in recent earthquakes.