We are taking action to improve our Customer Service. Usually we are already doing these items but this list is an official policy and will be kept up to date here.
Take these very seriously and adhere to them. This follows up on what I brought up to the meeting a few times last week and over the years.
- Do not cut off customers when they are speaking. Exceptions can be if they are being seriously rude or belligerent in which case you can follow previously set guidelines.
- Listen to the customers when they are speaking. Allow them to explain their problem and finish their sentences they are saying in full.
- Have your company provided Amigo, and Firestick available and installed and up-to-date. Use it to make sure you are familiar with it for troubleshooting. Contact your managers if you do not have one.
- Speak to customers in a patient and pleasant vocal tone, courteous, and civil manor.
- Be nice. Respect customers. Apologize.
- Say thank you and mention you appreciate their patience.
- Get the big picture of the internet connection and coverage, use Ivue to verify what devices the customers have for their agreements, use your tools to provide the best customer service you can.