If a customer doesn’t have to call Cox Communications with a question or concern, that is the pinnacle of great customer service for the company.
Just about every company has a system in place for fielding customer feedback, complaints and service calls. It’s standard business operating procedure. But at Cox — which is headed locally by Vice President and General Manager Anne Doris — the goal is to minimize the number of customer calls it receives by minimizing the problems customers have at the outset of service.
Cox has long held that one of the most important measures of customer service is to offer the most reliable products and services. But in addition to focusing on high product standards, Cox also performs proactive service to troubleshoot issues before they become disruptive.
If management at Cox becomes aware of an issue that might pose a problem for a customer, technicians will take the proactive step of setting up an appointment to fix the potential issue. In addition, Cox conducts wellness calls, in which a Cox representative will call customers to see what kind of service experience they are having and if they have any questions.
Cox’s philosophy is that reliable service and equipment leads to a great customer service experience, and a reputation for reliability needs to start on the day of installation. When a Cox technician installs products in a customer’s home, he or she certifies the home by running quality checks on the equipment. Following an installation or service call, Cox utilizes a proactive program of checking equipment to make sure everything is working properly. If anything is not functioning at the highest levels, a Cox representative will initiate steps to fix the problem before it impacts the customer.
To the leadership at Cox, reliability and preventive maintenance are the keys to building great customer relationships.
How to reach: Cox Communications, (216) 535-3345 or www.cox.com/cleveland
