The next time someone from Cox Communications Inc. Cleveland shows up at your door, check to make sure it isn’t Anne Doris. Doris, general manager and vice president of the Cleveland region, puts regular ride-alongs with her technicians at the top of her to-do list because she likes to make sure the thoughts of customers are getting through to her office.
There are plenty of Internet and cable providers out there, and Doris knows that her customers can make a switch at any time. But why would they when Cox has made taking care of customers its No. 1 priority?
It’s understood at Cox that customer service leads to better retention of customers, so making service accountability a meaningful measure is a must. At Cox, quality of performance is a measurement for all customer-facing employees. For example, a field technician at Cox has to know how to install and repair, but he or she must also be an expert in delivering customer satisfaction. Not only is that technician measured for his or her technical acumen at the job but 40 percent of the performance evaluation is based on the quality of customer service.
Of course, Doris isn’t expected to track down all of the information on job performance herself. Cox issues regular surveys to customers to help get feedback and recently added a program that allows customers to e-mail the company with ideas on how to improve products and services.
So even if Doris isn’t the one ringing your doorbell next time, know that she and other leaders at the company have made an effort to live up to the company motto of becoming
“Your friend in the digital age.” And if you have an idea of how Cox can be a better friend, Doris will be happy to hear it.
How to reach: Cox Communications Inc. Cleveland, (216) 676-8300 or www.cox.com
