EMBARQ Provides Customer Service with Real People Answering the Phones
Company is Making Several Changes to Satisfy Customers, including Feedback Web Site
Overland Park, KS (PRWEB) November 11, 2008 -- While many companies may be cutting back to make ends meet, EMBARQ is taking several steps to beef up the customer service experience for its customers across the country.
EMBARQ® customers who call 1-800-EMBARQ2 during business hours to speak with a customer service representative will be greeted by a live person instead of the usual automated system most companies use today. The nationwide trial was put into place today.
"We're committed to providing the best possible service for our customers," said Bob Crawford, Director of Customer Satisfaction for EMBARQ. "Customer surveys show that consumers are dissatisfied with automated customer care, so we are conducting this trial to see if our customers agree."
The EMBARQ representatives answering the phone calls are located in the company's North Carolina office. They will greet customers to find out their question or concern and then direct them to the appropriate person. If there is a delay in speaking with that person, the representative will tell the customer how long the wait will be.
Yankee Group's Anywhere Consumer: 2007 US Communications/Customer Satisfaction Survey (July 2007) shows that the biggest frustration in dealing with companies is long hold times, confusing automated menus and being transferred too many times.
"Our research shows that consumers prefer a live agent for telephone support because many of today's automated systems are missing the mark in terms of customer expectations," said Sheryl Kingstone, Director of Enterprise Research for Yankee Group. We applaud EMBARQ for seeing the opportunity to make positive changes that could enhance the customer service experience."
EMBARQ wants its customers to be completely satisfied at the end of each call with an EMBARQ representative. Any who are not satisfied can call the EMBARQ® Consumer Affairs Hotline at 800-877-3345 (option 3) and talk to a representative Monday through Friday from 8 a.m. to 8 p.m. eastern time to discuss their unresolved issue. During non-business hours and weekends, the company pledges it will return calls within 24 hours and begin work on a resolution.
"If you hang up the phone and are upset for any reason, we want another chance to make you happy," said Crawford.
EMBARQ also launched a new Web site today where customers can provide feedback for company executives. By going to www.embarq.com/feedback, customers can provide comments on the company's products, services or customer service and support. EMBARQ executives will closely monitor the feedback as they work on making improvements within the company.
EMBARQ also is using YouTube to help customers get answers to their questions. As an alternative to calling a customer service representative, EMBARQ® customers may now be able to "see" their answer on the company's YouTube channel at www.youtube.com/embarq. From this site, customers can watch videos with step-by-step instructions on a variety of topics, such as how to install High-Speed Internet, set up an EMBARQ® account and use EMBARQ® e-mail, as well as see product demonstration videos. EMBARQ representatives also can actively listen and respond to customer questions and concerns.
About EMBARQ:
Embarq Corporation (NYSE: EQ), headquartered in Overland Park, Kansas, offers a complete suite of communications services. EMBARQ has operations in 18 states and is in the Fortune 500® list of America's largest corporations.
For consumers, EMBARQ offers an innovative portfolio of services that includes reliable local and long distance home phone service, high-speed Internet, wireless, and satellite TV from DISH Network® -- all on one monthly bill.
For businesses, EMBARQ has a comprehensive range of flexible and integrated services designed to help businesses of all sizes be more productive and communicate with their customers. This service portfolio includes local voice and data services, long distance, Business Class High Speed Internet, wireless, satellite TV from DIRECTV®, enhanced data network services, voice and data communication equipment and managed network services.
For more information, visit embarq.com.
###
Post Comment:
Trackback URL: http://www.prweb.com/pingpr.php/WmV0YS1TcXVhLUhhbGYtSW5zZS1UaGlyLVNpbmctWmVybw==
Bookmark -
Del.icio.us |
Furl It |
Technorati |
Ask |
MyWeb |
Propeller |
Live Bookmarks |
Newsvine |
TailRank |
Reddit |
Slashdot |
Digg |
Stumbleupon |
Google Bookmarks |
Sphere |
Blink It |
Spurl
|
