Cox Communications Inc. does more
than provide cable, Internet and phone
service. Anne Doris, Cox Cleveland’s
vice president and general manager,
says Cox Communications lives its
vision each day by providing simple,
reliable and consistent customer service.
The company offers same-day service
calls, extended Saturday hours, an on-time guarantee and two-hour appointment windows. If a technician is late, the
customer is credited $20.
Doris says maintenance is often done at
times of least impact to the customer,
mainly overnight. Certification tests are
also run at each home before leaving to
make sure everything runs properly.
There is also a VIP mentality toward customers and existing customers are priori-tized over possible new customers.
“This means when calls come into the
call center, existing customers get serviced before a new customer,” Doris says.
“So if an existing customer needs a service call, they are the first to receive service.”
Cox relies on surveys to receive customer feedback to improve its service
and meet customer needs. The reports
are updated monthly, with a minimum of
200 customers surveyed each month.
Serving the community is also important
at Cox. The company offers complimentary services to schools and municipal
buildings and employees remain active in
the community by serving on boards of
numerous local organizations. Cox’s support of local communities exceeded $3
million in franchise fees, cash and complimentary contributions, including broadcast time, volunteer efforts, public service
announcements and production. Doris
says being active in the community shows
customers how much Cox cares.
HOW TO REACH: Cox Communications Inc., (216) 535-3345 or www.coxcleveland.com