The 5 R’s of Our Legendary Customer Service

Some companies believe customer service is merely one aspect of what they do. And then there are some companies whose commitment to customer service is part of their DNA.

At Carolina Digital Phone, for more than 20 years we have earned a reputation for customer service that, from what our customers, partners, and peers tell us, is unrivaled in the marketplace. To us, delivering exceptional customer service is not just what we do. It is WHO WE ARE.

At Carolina Digital Phone, we know that providing a smooth and memorable customer journey is crucial to our success. We strive to ensure that every potential and current customer receives the highest level of service possible. Through our commitment to customer service excellence, we can build trusting relationships with our customers and provide them with reliable solutions and support. Our staff takes pride in their ability to consistently deliver outstanding customer service experiences and to provide the best possible solutions. We are dedicated to our mission of delivering legendary customer service and creating lifelong customers.

Below, we highlight a “customer service formula” that we have relied on since day one to drive customer loyalty and is the biggest reason why we have continued to grow and thrive while so many (and we are talking MANY!) competitors have come and gone. We call it the 5 R’s of customer service:

1. Respect

You might expect to see “responsiveness” or “reliability” here, and yes, of course, we will get to these in a moment. But the cornerstone of our total customer satisfaction and service commitment is RESPECT.

Fundamentally, this means that we work for our customers — not the other way around! This may seem obvious, but we all know many companies get this mixed up. They act as if their customers are dependent on them. This is especially common in the telecommunications and IT field, where in most cases companies that sell products/services know a little more (and sometimes much more) about them than the customers that buy them.

At Carolina Digital Phone, we respect every customer — regardless of size or profitability. We never take our customers for granted. We go above and beyond to let customers know we care and are grateful for their loyalty and support. The telecommunications field is highly competitive, and we know that our customers have plenty of options. We want to be their preferred choice, and the key to that is RESPECT.  

2. Responsiveness

To us, responsiveness means two things. First, it means getting back to our loyal customers as rapidly as possible. As a result, we can answer their questions, resolve their issues, or take care of any other inquiry. In 99% of cases, we can initially respond to our customers the same day (especially if they contact us through our convenient online support portal).

Second, it means having the right team members respond. This is an area where many of our competitors fall short. Yes, they might get back to customers reasonably quickly. But what is the point of speaking with an Agent or CSR who doesn’t really know what they’re doing, or might be located in a call center on the other side of the world?

When our customers reach out to us, they can be assured of connecting with trained, qualified LOCAL experts who know our all-in-one phone system inside and out. And in very rare cases where we don’t have the answers or advice immediately, then we know how to get them!

3. Reliability

Reliability is all about being there when our customers need us and being trustworthy. As Brian Tracy has said: “Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.” We could not agree more! 

At Carolina Digital Phone, we understand that human interaction is often the most important element in creating a memorable customer experience. As technology advances and more processes become automated, it’s easy to lose sight of the importance of person-to-person interactions. We believe that providing a personalized approach to customer interactions is essential to building lasting relationships with our customers.

By actively engaging our customers through meaningful conversations, we are able to truly understand their needs and provide the best possible service. That’s why our team of experts is always available to assist our customers with any questions or queries they may have. We strive to provide a human connection that is both genuine and caring so that our customers know that their satisfaction is at the heart of everything we do!

4. Resolution

Resolution means that we take ownership and accountability of customer issues, and work to resolve them as efficiently and effectively as possible. 

This emphasis on effectively is important, because there are some companies that take shortcuts in order to seemingly fix a problem as quickly as possible (it’s good for their statistics). But they do not fix the root cause, which means that it’s not a question of if the problem will return — it is a question of when.

We are professionals, and that means we do not cut corners. Nor do we over-promise and under-deliver. We communicate honestly to manage customer expectations. Our customers demand and deserve our best at all times, and that is what we deliver, without compromise!

5. Reputation

Last but certainly not least, in the big picture when it comes to customer experience management it really doesn’t matter what we say about ourselves. What really matters is what our customers say — and what they want potential future customers to know.

We are extremely proud and honored to be one of the highest-rated telecommunications companies — not just in North Carolina, but in the COUNTRY. Here are just some of the many glowing reviews that we have earned over the years from our customer base:

  • “Carolina Digital was so helpful to us when we had to transition to a virtual office. The service is great and the people are so helpful. The virtual phone system works better than what we were using in our office and they have a great online dashboard that is very easy to use. We are sticking with them even when we go back to a real office.”
  • “We love our VoIP phone system from Carolina Digital Phone. The product works like it should and the features are fantastic and easy to use. Also, tech support is top-notch. I can’t say enough good things about the staff and how quickly they are able to resolve any issues we have had while getting everything up and running. 5 star company.”
  • “The support of this company is amazing. One of my routers went down in my rack of equipment. The crew came back onsite and they worked with me after hours to get my equipment back online. Carolina Digital takes pride in what they do and also their customers! I highly recommend this company. 5 STARS :)”
  • “Carolina Digital has been amazing from our very first contact almost a year ago. They saved us thousands of dollars on phone service, with a superior product and excellent additional services like their mobile app. On occasion since we implemented their service we’ve needed to contact them, they have been amazing. The best customer service I’ve ever had from a phone or internet provider. We are a tiny customer by comparison to their usual customer size and have never felt small or unimportant when reaching out to them. We could not be any happier with Carolina Digital. They take service to a new level.”

For many more customer perceptions and customer insights, please click here. 80% of our new business growth is from referrals!

The Bottom Line

Respect, responsiveness, reliability, resolution, and reputation. These are the aspects of our legendary customer relationship management program, a major part of our continued growth, and the bedrock of our total commitment to customer satisfaction and success!  

To learn more, call us at (336) 544-4000 to schedule your free consultation and demo of our feature-rich, all-in-one VoIP phone system.