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Superior Customer Service Through Training

What are your customer service expectations? A business can have amazing products or services, but if you don’t have an exceptional experience dealing with their customer service, then your overall perception of the company is bound to be less than stellar.

At Page Plus, our standards are high for our customer service representatives (CSRs), and that puts us a notch above our competitors in the minds of our customers. Our U.S.-based call center in Holland, Ohio is fully staffed to provide customer assistance, and retail dealer support, in both English and Spanish. Why do our customers consistently rank our CSRs above those of our competitors? One word: Training.

Before a newly-hired CSR even speaks to a customer for the first time, they undergo three weeks of initial training. They are trained on a complete array of functions, from activations and programming, to porting and payments, to ESN changes and data troubleshooting.

Then there are the “soft” skills. Yes, believe it or not, CSRs occasionally have to deal with the upset customer. Dealing with irate customers requires empathy, patience and the ability to maintain self-control, and these important skills are also learned. Once you get past the emotion, you can focus on a solution to the problem.

But the training doesn’t stop there. Once the CSRs are on the job helping customers, they continue to receive ongoing “up-training” at least once a month. Up-training can involve new changes that have been put into place, or a refresher course on something they have already learned. In the fast-paced telecommunications industry, things are constantly changing, and our staff must be in the know.

One of Page Plus’ biggest customer service strengths is our Live Chat feature. Since the rollout of Live Chat two years ago, the volume of customers and dealers using it has grown tremendously. CSRs can multitask – managing multiple chats at one time – for more efficient handling of customer service and dealer support. Customers and dealers using Live Chat often find that they have a shorter wait time than on the phone, so it has become their preferred method of contact.

Another great strength of Page Plus comes from our dealer relations team. Our Dealer Relations Coordinators have received additional, special training to handle all things dealer-related. They build relationships and serve as a liaison to ensure that dealers are properly representing Page Plus in their dealings with customers.

Whether you are an existing customer, or are looking to switch to Page Plus and you need more information, our well-trained CSRs are ready and willing to help you. You can contact Customer Service by calling 1-800-550-2436 or through Live Chat.

  1. Jo Seward
    May 6th, 2014 at 13:05 | #1

    I agree…the customer service for pp is superior to other prepaid services. I tried a competitor once and I could not understand them and they could not solve my issue because they couldn’t understand what I was asking. Even the supervisor had a problem figuring it out. Every customer service rep I have ever talked to or chatted with has been clear and knowledgable. I do love the Live Chat, but because they are taking care of other customers at the same time they leave me hanging at times and occasionally log off abruptly before I’m finished. Hopefully that will clear up. But that is my one and only complaint. Keep up the great service!

  2. Jeff
    May 12th, 2014 at 09:41 | #2

    I would like to commend you on the success of your training, and your customer service in general. I have never done business with any company that is so accessible whenever I need help. You guys rock!

  3. Rob
    June 15th, 2014 at 22:37 | #3

    @Jeff

    I agree. The CSRs are excellent and knowledgable. Something needs to be done about hold times though. While I only need CSR assistance once or twice a year it tends to be a minimum 10 minute hold. That said, it is worth repeating that once you get a hold of a CSR it is a positive experience.

  4. Nancy
    July 7th, 2014 at 14:13 | #4

    I am reading this article while waiting on hold to speak to a CSR. So far, I’ve been on hold 15 minutes. This is the same experience I had in February when I had to call customer service. Yes, I dread having to contact customer service. But I have to in order to replenish minutes, because the checkout for online refilling hangs up. Again, that’s the same experience I had in February. These problems need to be fixed, because if it keeps up, it’s enough to make me switch providers. If every 4 months I have to try to refill online, then call CS, then wait 15+ minutes to speak to someone….well, my overall impression of the company is less than stellar.

  5. July 8th, 2014 at 16:06 | #5

    @Nancy
    Have you tried our Live Chat option? It’s quick and easy. You can visit http://www.pagepluscellular.com/support and click on the ‘Live Chat’ tab to connect with Customer Service. We’re improving upon customer service each and every day. Wait times vary when you call in, but we do our best to provide excellent support for our customers. Thank you for your feedback.

  6. Mag
    October 26th, 2014 at 21:23 | #6

    I liked PagePlus until this week. I upgraded my plan and the old plan’s autopay won’t delete. There is a website error. I contacted chat support and they told me to delete my cache, cookies, etc. Not the problem. There is something wrong with the web site. They said to call. So I called … they tried to contact another department to delete the autopay. And then said they couldn’t do it either – said that it would be fixed as soon as possible. Contacted support via email the next day asked for an ETA… none. Contacted chat again today… a chat rep said autopay was deleted and to check back in a few hours… 8 hours later… still not deleted… still have web page errors … contacted chat again tonight and the rep said to clear cache etc, then said they don’t have access to that and It’s an ongoing process to fix these issues. So the first rep apparently LIED when they said it was fixed and to check it again in a few hours. And here is how the chat ended because I kept asking questions.

    Since you’ve chosen to continue with the same discussion and you have no other matters that need addressed I’m forced to close this chat. Thank you for contacting Page Plus Cellular. If there is anything else we can do to help you, please let us know.

    Chat session has been terminated by the site operator.

    As though a bank withdrawal that cannot be canceled is not an issue.

    So much for customer service.

    So my bank account will be charged for a plan that I no longer have next week. I have tried to contact your support- via chat, phone and ticket. It is very disconcerting that Pageplus cannot delete an autopay. It is very disconcerting that your website doesn’t work.

  7. November 24th, 2014 at 11:12 | #7

    over the phone customer service reps need to be able to speak clearly, it is very annoying when you can not understand half of what is being said

  8. Jim Rice
    December 20th, 2014 at 10:08 | #8

    Why are your Ohio customer service offices being closed Jan 16, 2015?
    Where are they moving?

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