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.