Where Satisfaction is Priority #1
BY: RACHEL WUMKES
Customer service is defined as the direct one-on-one interaction between a consumer and a company representative. Good customer service means consistently meeting customer expectations – whether that be helping solve a problem or pointing them in the right direction. Great customer service, however, is quick, easy, personalized and empathetic.
That’s CL Tel’s customer service in a nutshell!
Comprised of four customer service representatives, the crew at CL Tel makes sure you are up and running at work and home. They take the time to listen to your problem, understand the issue, and find a solution to get you back in business.
This team understands the importance of efficiency and brings it to the next level. In fact, they are SO good at what they do, they have reduced the number of “truck rolls” per customer by 63% since 2018. That means the customer service rep was able to diagnose and fix the problem over the phone without having to dispatch a technician.
They have also reduced the number of trouble tickets per customer by 54% in the same amount of time. Both numbers are evident of CL Tel’s commitment to customer satisfaction.
Impressive, right?
So, what makes the customer service at CL Tel stand above the rest?
For one, this team knows the ins and outs of all aspects of CL Tel. As part of the training process, each rep spends ample time driving with a technician. They participate in installations, dig for fiber optic lines, and experience firsthand the common questions and concerns from customers. This weeklong involvement sets them on the right path to success in the company.
By learning the various aspects of CL Tel, it gives each rep a better understanding of their products and how they work. It’s so much more than just “unplug your router and plug it back in.” They get to the bones of the problem and walk you through how to fix the issue.
Secondly, as part of their ongoing process to maintain such a high level of success, the customer service team meets weekly to go over customer calls and issues. They strive for excellence and look for opportunities where they can improve and grow.
Most importantly, they help people!
In today’s digital world, there is nothing more frustrating than being bounced from one automated bot to another. Frustration bubbles up from deep within as you realize there is no one there who can actually help. Sometimes you just need that human interaction!
When you call CL Tel, you will always get a live voice on the other end. Or, at least during their operating hours of 8 a.m. – 5 p.m. on Monday through Friday.