A letter from a customer… it’s about the service. Customer Service!
At Phone.com we believe customer service is just as important if not more important than the business service and features we offer. In this blog we wrote about our great customer support agents and how proud we are to have them.
We also have a section on our website where we post from time to time comments we get from our customers.
A couple of days ago we received an email from a customer that spoke with one of our customer service managers and here is what he writes to us:
“…Yesterday, I called and got John. He was so kind and respectful, it blew me away. I, myself, am totally blind. That is no joke. I literally speaking have no eye-sight at all. I have a program that reads the computer screen to me with computerized synthetic speech. I was trying to set up my virtual office phone number. Not only did John explain where I went wrong, he must have spent at least! an hour and a half with me on the phone teaching me how to navigate the online control panel etc. Never once did he get the least impatient, and was very alert, and very very very out-going… He actually made the phone call very very fun. It was an absolute pleasure working with him. He claimed he knew absolutely nothing about working with blind people, nor with the use of screen readers, nor web site accessibility, however he was incredibly interested in learning more, and seeing how my software worked in relation to you alls web site. There are a few places that my screen reader does not speak anywhere even close to correctly. He took this very very seriously. I told him what needed to be done to fix the problem, as I myself am a web designer. He notated everything that I said, plus repeated back to me his notes word per word, so that we could make sure nothing had been misscommunicated. John is the type of representative that I would love! to see in all call centers. … Hes very very fortunate to be with such a great company.”
I think it says it all. We are lucky to have Customer Support Reps like Jon!
The customer is Chris Gilland and he runs his own business called Blind Perspectives.
Blind perspectives is a full service tech support, web and email hosting and even audio production work.
You can read all about their service on their website. Point to note: the site is designed with the visually impaired in mind so that special web programs can help read out the text.
Though they serve all customers, several of their services are also dedicated to the visually impaired such as audio tutorials, audio productions and other audio editing services.
We at Phone.com are happy we can help any customer, but we are even happier when we manage to help someone with specific needs.