17 Dec The “3 R’s” of Our Customer Service Commitment
Recently, we published an article highlighting the unfortunate fact that North State is being acquired by Segra.
Why “unfortunate”? Because not only do we expect to see many hard working and loyal North State employees get laid off in the coming months, but also because this is probably going to be bad news for North State’s customers in High Point, Thomasville, Archdale, Randleman, Jamestown, Trinity, Greensboro and Kernersville. We expect they will lose the “small business” relationship and dynamic they had with North State once the acquisition is complete (and probably well before that).
In light of this development, we thought it would be prudent to take a moment to remind our current and future customers of our customer service commitment. To keep things simple, it all boils down to the 3 R’s: Responsiveness, Resolution and Respect.
We all know how frustrating it is spending hours and hours trying to get ahold of technical support. And the story is even worse when the company you’re dealing with doesn’t even offer technical support, and you’re forced to wade through an online crowdsourcing platform — which is usually full of equally frustrated customers (for example, Google Voice).
At Carolina Digital Phone, we are committed to being incredibly responsive and easy to reach. While other companies disappear once the sale is done, we do the opposite and lean forward. Our 20+ year reputation is BUILT on providing exceptional customer support, without exception and without compromise.
As noted above, it’s important (make that essential) for you to get a quick response when you have a question, or need any kind of guidance or support. But frankly, it doesn’t mean all that much if the person on the other end of the phone, the chat, or the email doesn’t know what they’re doing. It’s like walking into one of those big box stores and realizing within about 15 seconds of speaking with an employee that you know much, much more about their products and services than they do.
At Carolina Digital Phone, all of our technical support professionals are highly trained and experienced. They take immediate ownership of an issue, and stay on top of it through to resolution. And what’s more, we do NOT outsource our support to overseas call centers. All of our experts are based right here in the U.S. — always have been, and always will be.
We have been told many times over the years (and have seen evidence ourselves numerous times), that some companies in the cloud-based telecommunications marketplace repeatedly drop the ball when it comes to treating their customers with respect. This isn’t acceptable to you, and it’s not acceptable to us.
We treat EVERY customer as a VIP, regardless of the size of their account. To us, treating customers right is not based on circumstances. It is a fundamental commitment that is built into who we are. Simply put, we treat our customers the way we want to be treated: with respect, consideration, integrity, and care. Some people call that old fashioned. We call it the right and only way to do business.
So, to our current customers: thank you for giving us the opportunity to consistently demonstrate the 3 R’s of our customer service commitment. You are the reason we exist!
And for customers who are considering us: we invite you to experience the difference that we can make to your business, your bottom line, and your peace of mind!