We're getting up close and personal with Nikki Calhoun, tech support representative, who shares insights on her role in the Wichita Call Center, what she enjoys most about her work and how the team is using Service to Sales to help Make the Plan.
What do you love about your job?
I love helping my customers with their issues and making that personal connection with them. I get to talk to people from all walks of life and share life experiences all while improving their entertainment experience.
How do you proactively delight your customers?
I treat my customers the exact way I would want to be treated, with respect and a little humor. A customer knows if you are talking to them with a smile!
What advice do you have for new members of the Customer Care team? New employees, in general?
Remember each call is a completely new experience and opportunity to help a customer with service and experience. A customer may not remember your name but they will ALWAYS remember the experience!
How can non-sales employees help us to Make the Plan?
Always re-enforce the value of Cox products and services. This is a great company to work for and be a customer. The customer service experience is what keeps our customers even though technical difficulties.
Our new residential brand promise is built on the belief that life is better when we have more moments of real human connection. How do you relate or connect to our customers? Has that changed with the new brand?
I bring my real life experiences into my calls. We talk about our kids, pets, family and everyday highs and lows. I think our new brand has focused on the importance of treating our customers with a more personal connection.
You interact with customers every day. How do you help the company retain and grow revenue?
Customers will stay with a company through technical issues if they are happy with the service and experience they get from its representatives. I make sure my customers have a good experience even if their services aren't working at the time. We all know technology is great when it works and understand that it's not perfect. I always try to re-enforce the value of our service and offer any additional service I can to continue to make their entertainment and service experience an experience above the rest!