Chris Adams witnessed Cox New England-Cleveland’s exemplary customer service without even picking up the phone. A severe wind storm was blowing through his Lakewood neighborhood that ended up knocking out his power for three days. But before he or his neighbors even knew if the storm had affected their TV and Internet services, Cox was there to scope out possible damage.
“Before a customer even knew if their Cox services were out, Cox technicians were in the neighborhood, proactively checking and fixing connections and lines,” Adams wrote in a letter. “Once our power was finally restored three days later, Cox services were already there. In some ways, I didn’t even experience Cox’s customer service. I didn’t have to call them. … Excellent customer service is about not having to call a company to report trouble.”
You need to constantly be alert and aware of what’s happening throughout your business in order to be able to identify problems before your customer. But that’s just the type of commitment that Paul Cronin, senior vice president and general manager at Cox New England-Cleveland, expects from all his people.
The importance of customer service is driven home the very first day an employee works for Cox and is threaded through every aspect of the business. Customer feedback is gathered regularly and employees are measured as to how well they do.
Timeliness is a priority as the company recognizes that customers don’t want to wait until next Tuesday for a problem to be fixed. More than 90 percent of the company’s service calls are done with 24 hours or within the customer’s preferred time frame.
Once on site, employees focus on respect and doing everything they can to ensure satisfaction with their work before they walk out the door and head off to their next assignment.
How to reach: Cox New England-Cleveland, (216) 535-3345 or www.cox.com/cleveland
