tw telecom view
> Focus on Customer Satisfaction
Focus on Customer Satisfaction
July 27, 2012
tw telecom doesn't just listen to customer feedback, we act on it!
tw telecom customers can call one 800-number for any customer service concern. That number is 800.829.0420. The single line connects callers to the company’s National Operations Center, which handles the company’s repair and service delivery needs, as well as the Customer Care Center. The service center excels at services that are almost unheard of in today’s business climate:
- Customer Service Representatives answer most calls within 20 seconds.
- Customer Service Representatives never tell customers to hang up and call another department. If a call needs to be redirected to another person, they connect the customer directly to that person – right away.
“The level of individual empowerment is very satisfying, and gives all tw telecom employees a true sense of ownership in their jobs,” says Dana Reaves, tw telecom’s director of customer care.
From its customer feedback program that is a carefully defined, data driven process, to acting on feedback collected in everyday transactions, tw telecom’scommitment to customer's experiences and to hearing the voice of the customer is clear – and a winning strategy for both the company and its customers.