In our industry, where technical precision and project deadlines are paramount, the quality of customer service can make or break a partnership. This year, integrators and dealers have spoken, and their message is clear. QSC has earned the highly coveted 2025 Quest for Quality award for Best Customer Service – General Communication, a testament to the company’s deep commitment to its partners. This crowdsourced award, voted on by the dealer channel itself, singles out QSC for its exceptional support and communication.
To understand what sets QSC apart, Dan Ferrisi, Group Editor at Emerald, sat down with Mandy Spencer, Vice President of Sales, Operations & Enablement, and Derek Kuntz, Senior Manager of Customer Care for the Americas. The conversation offered a look into the philosophy and practices that drive QSC’s award-winning customer experience.
Building on a Foundation of Partnership
For QSC, exceptional service isn’t an add-on; it’s the core of their operational mindset. “At QSC, everything starts with the partnership mindset,” explains Kuntz. This isn’t just a corporate slogan. It translates into a proactive, solutions-first approach. The customer care team is armed with deep product knowledge, allowing them to anticipate needs rather than just reacting to problems.
Kuntz emphasized the high stakes involved for their integrator partners. “We know that our integrator partners have one chance to get things right for their customer,” he says. “We are your experts. We are your hand-to-hand to make sure that we deliver for the customer.” This sense of shared responsibility is the backbone of the trust QSC has built. It’s a collaborative effort that ensures a consistent and reliable experience, creating what Kuntz calls “moments that reflect our customer-obsessed culture.”
Fostering a “Customer-Obsessed” Culture
The term “customer-obsessed” is more than just buzz; at QSC, it’s a strategic imperative that strengthens relationships with both integrators and end-users. Spencer views integrators as a direct extension of the QSC brand. “They are true partners delivering value to our customers,” she says.
This perspective drives the company’s communication strategy. Recognizing that clear, fast and accurate information is critical for winning projects and ensuring success, QSC prioritizes its partners’ ability to thrive. “When they thrive, we thrive,” Spencer adds. “And that’s how trust is built.” This mutually invested attitude, where success is shared, has proven to be a powerful formula. It creates a dynamic where QSC is not merely a supplier but a genuine ally, shoulder-to-shoulder with its partners in the field.
Scaling Personalized Service on a Global Level
Serving a worldwide customer base presents a significant challenge: how do you maintain a personal touch at scale? QSC tackles this by blending local insights with global consistency. Spencer explains that much of the customer service team is structured at a regional level. This allows team members to develop intimate knowledge of their specific integrators, the markets they serve and any unique requirements needed for customer satisfaction.
This localized expertise is supported by a framework of standardized processes, systems and training. “We make sure that every interaction we deliver is consistent no matter where the customers are,” Spencer says. This dual approach ensures that while the experience feels personal and tailored, the quality of support remains uniformly high across the globe.
The Secret Ingredient: Investing in People
When asked about the key to their success and what advice they would offer others, the answer from QSC’s leadership was unanimous and clear: invest in your people. The principle of employee experience (EX) equals customer experience (CX) is a core value the company lives by.
“We have regular one-on-one meetings with our employees,” Spencer shares. “During those discussions, we talk about business issues as well as… their development interests.” This commitment to open and frequent dialogue ensures employees feel heard, supported and empowered to excel. By creating an environment where “the best people can come to do their best work,” QSC cultivates a team that is genuinely motivated to deliver outstanding service.
This internal focus extends to advice for their partners. Spencer encourages integrators to “treat your suppliers as part of your brand.” By providing consistent feedback — both positive and constructive — integrators can build the trusting relationships necessary to grow and capture more business together.
The 2025 Quest for Quality award for Best Customer Service is more than just an accolade for QSC. It is external validation of an internal culture built on partnership, proactivity and a profound respect for both its people and its partners. As the pro AV landscape continues to evolve, QSC’s model for customer care provides a powerful blueprint for success.
