Posts Tagged ‘Customer Service’

Now It’s Time to Say Goodbye…..

In: Customer Experience & Support

By: Bill Wright on Dec 16, 2010 at 7:00 am

I can’t believe this year has come and gone so quickly. And with the year coming to an end, so will my blog posting for the “Customer Experience / Support” section of this site.

The  idea for the New Year will be to combine the “Customer Experience / Support” with the “Culture” and “Education” sections and create the new “Voices of WOW!”  These new posting will be from the WOW! senior leadership team, giving you thier perspective and views of what is in the works for WOW!.  We would love to hear from you and find out what topics you would like to talk about as well.

Thank you to all that have contributed to the articles and to those of you that have responded!! I have had great time writing these articles and responded to our customers.

Have a very Happy and Safe Holiday Season!!!

Sincerely,

William Wright
CEO Customer Advocate
WOW! Internet, Cable and Phone

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Phishing Revisited

In: Education

By: Barbara Kubereit on Dec 10, 2010 at 5:03 pm

There’s been a renewed buzz around here lately about phishing so I thought I dig back into the archives for an article I published to educate our customer about this thing called phishing.  Click here  to check it out.

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Is WOW! available for you?

In: Customer Experience & Support

By: Bill Wright on Dec 09, 2010 at 7:49 am

The Check Serviceability department ensures every specific address request is measured by the probability that it can receive the products and services offered by WOW! Internet, Cable and Phone. In order for WOW! to determine if an addresses can be serviceable; location of our cable footprint must be known. The most common issue with address data entry is ensuring that every address submitted is clean and follows a DPV (deliver point verification) standard. This becomes magnified when entry of the data is spread over many departments and/or customer care representatives, and a large serviceable area. Bad addresses or non standard data entry can derail the serviceability process and can cause serviceability components (like Geographical Information Systems mapping or DPV systems) to fail. Currently today WOW! has implemented address verification tools to help review the address submittals for data accuracy.
To conclude; the aim for checking serviceability is to instantaneously determine the likelihood that a submitted address is WOW! serviceable. This determination will have the company save money and resources, allowing WOW! to shorten the duration between service requests and the point of install.

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Bundle Up for a Great Price and Rate Guarantee

In: Education

By: Barbara Kubereit on Dec 03, 2010 at 5:21 pm

With 2011 on the horizon, I’m sure many people,  just like me are reflecting on the past year and thinking about how to start out the new year saving money.  One of the first places my head goes is to monthly expenses.   As the end of 2010 draws near, now might be a good time to  think about what phone, internet, and cable services you are buying and consider bundling up with WOW! for a better value with a price guarantee.  If you currently subscribe to only a single product, the price is not guaranteed.  But,  if you add another service (phone, internet, or cable) you get a great price plus the added bonus of a rate guarantee through 2013.  Yep, that’s right 2013.  Keep in mind rate guarantees apply only to the core bundle, so things like al a carte premium channels or equipment may be subject to a price increase.  Nevertheless, it’s still pays to bundle up so please call our Sales Department to talk about the great products and guaranteed prices we have to offer.

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To Better Serve You…

In: Customer Experience & Support

By: Bill Wright on Nov 18, 2010 at 8:52 am

 Have you ever had a problem, with a certain company, and the employees always seem to pass you off to another department?  How about calling into a call center and, after being on hold for a horrible amount of time, the answer you get is” I am going to have to transfer you to that department” just to be placed on hold again.  Not sure if that is a tactic to discourage your complaint or could it be that the right hand doesn’t know what the left hand is doing?

 In order to give the WOW! customer’s the best possible experience we can, we cross train our employees so they don’t have to transfer you somewhere else where you would have to explain everything all over again. Our employees sit with other departments to get a better understanding of what the customers want.  WOW! also tries to hire, for internal departments, within the company. Therefore, the employees acquire a wider range of knowledge to better support the customer needs.

 Of course, there will be times where you will need to talk to specific departments that are not the norm for a call center and can only be handled by them.  But very few get passed our wonderful front line agents. They are really there to serve you !!

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