National Customer Service Week (3-7 October) has kicked off in the UK. The week-long initiative is an opportunity to highlight the efforts made to deliver outstanding support and the vital role it plays in shaping best practice in businesses across the country.
As a local broadband provider based in Essex, our dedicated team ensures the customer always comes first throughout every step of their journey to joining our full-fibre broadband network.
We spoke to four of our Customer Service specialists about their day-to-day work and how they support homes and businesses across the region.
Meet the team…
Kyle Neil has a very structured approach to Customer Service:
For me, a good Customer Service experience ensures that I’m listened to and I’m made to feel like I can rely on those that I’m coming to for assistance. To mirror this, I operate a 3-point system.
Firstly, ensure you listen to the customer and provide empathy to their situation, acknowledge their queries, and be attentive to their needs.
Secondly, acknowledge their issues and provide reassurance that everything will be taken care of, trying to ensure that a customer has as little to worry about as possible.
Finally, resolve the issue and ensure the customer is satisfied with the outcome before asking if there is anything we can further help with. And sign off with a happy smile!
This will hopefully ensure the customer leaves with a positive outcome and is happy with the assistance they have received from us.
Lianne Torres explains there’s no such thing as a ‘typical day’ in Customer Services – and that there are effective ways to provide consistent integral support. She says:
The most consistent and typical part of the role is having to prioritise and organise my day to be able to ensure the team has all the tools they need to support our customers.
You can’t build a house without bricks!
At County Broadband, we are proud to go the extra mile for our customers and someone who can attest to that is Claire Etheridge:
I’ve had great examples of going above and beyond for our customers. I once spent a week checking on someone’s phone service every day to ensure it was working correctly. I also stayed for hours after my shift to fully rebuild a business customer’s phone system to be fixed in time for them to start work in the morning.
I currently have a customer who I’ve been supporting for over a month, investigating their problems in-depth, discussing potential solutions with management, and calling the customer to provide updates even when there’s been no progress – I’ll miss our weekly update chats when this is all resolved!
Through all the dynamics and details that Customer Service provides, it’s certainly a role our team enjoys, as Geri Bednarz explains:
I enjoy leading my team, coaching new starters in their role, and assisting customers by being the voice of County Broadband.
I’ve always believed the key to great Customer Service is providing a friendly upbeat approach to any issue or query a customer has in a timely and understanding manner.
Build with County Broadband
As well as delivering 11x faster speeds than the existing copper-based Superfast networks, our full-fibre broadband service is also more reliable. However, when customers do have questions about their service, our customer service team is here to help.
As we continue on our mission to deliver full-fibre broadband to half a million homes and businesses by 2027 through our combined £146m private investment, the importance of first-class customer service has never been more apparent.
Whether it’s through our team’s personal experiences or our day-to-day work on the front lines of support, we connect to our customers, to help them connect to us.
If you’re interested in joining our team, take a look at our job vacancies.
Residents and businesses can check if they are covered in our full-fibre broadband rollout by entering their postcode in our postcode checker.
