Crosstalk with Select Telecom (Winter 2011)
“You guys are great!” “Right on the ball.” “Excellent across the board.” These are comments that anyone would love to hear about their company, but at Select Telecom, this is our bread and butter. Telecommunications are an essential part of any business. When a phone system goes down, every minute is another potential sale lost or an unhappy customer. That’s why Select Telecom strives for timely, effective and pleasant customer service 24 hours a day, 7 days a week to get your business up and running as soon as possible.
As a company that prides ourselves on best-in-class customer service, over the past six months Select Telecom has been diligently surveying customers after service calls to find out what went well and what can be improved. The results have shown that Select Telecom is meeting our goal of superior service.
“Honestly, you guys are great.” “Service guy was wonderful!” “I love this company.” Of 218 customers surveyed, 99% of respondents said that their experience placing their service order through the service department was “Excellent” or “Good” (with a full 80% – 175 customers – reporting “Excellent”). Only 9 customers (4%) said that Select Telecom did not meet the scheduled time for their appointment and all but 2 of those customers said that Select Telecom contacted them in advance to let them know that our technician would not arrive at the appointed time.
Our technicians also received high remarks, with many techs receiving more than one compliment from our customers. “Bobby was wonderful!” “Chris is a great tech.” “Eddie is excellent.” “Anthony made my day!” “You can use me as a reference and I will tell everyone how great Mike Rocks is.” 98% of 218 respondents rated their technician’s overall knowledge of the problem as “Excellent” or “Good” (with 173 people – 79% – reporting “Excellent”) and 99% rated their technician’s courteousness as “Excellent” or “Good” (with 89% – 194 people – responding “Excellent”).
Why did Select Telecom receive such high marks? Many customers reported that they felt Select Telecom went above and beyond to provide them with the best service. “I called on a Sunday and by 9 AM Monday morning, everything was up and running!” “I’m very grateful that you always answer the phone and address our problems quickly.”
While it’s great to hear that our customers are happy, some of the most valuable insights come from those who had less-than-stellar reports. “They moved the ceiling tiles and left white flakes on the carpet.” “The tech was a bit cranky until I told him a joke.” A handful of customers also reported that they needed to follow up to get the problem completely resolved, even though they were expecting Select Telecom to call them. These are the little things that Select Telecom is striving every day to improve to keep our customers satisfied.
Surveys will continue in an ongoing effort to maintain the quality of service that Select Telecom is known for. In addition, we are always open to informal feedback from our customers – don’t hesitate to call or email if you’d like to share your experiences. With your input, we can meet our goal that someday all of our customers will be able to say the same as this satisfied client: “We’ve never had a problem since we switched to Select Telecom.”