Achieving customer satisfaction: a must for internet and cable service providers

What do you do every time you experience choppy internet connection or gritty cable TV channels? Well, if you’re like us, we’re sure that you pick up your phone and dial your internet/cable service’s customer support.

Man talking on the phone and working at the office.

Quick customer support is one of the keys to the good performance of internet and cable service companies. / Photo: Pexels

Nathan John

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Leer en español: Satisfacción del cliente: una necesidad para los proveedores de internet y cable

When it comes to creating a strong and reliable image in the minds of customers, one cannot simply overlook the important role that prompt customer support plays. Especially, cable TV and internet customers’ patience is always standing on such thin ice, that a single blowup can cause the entire reputation of your brand to collapse on itself.

Did you know 90% of Americans decide whether they want to do business with a company based on customer service? Plus, let’s not ignore all the bad reputations the internet service providers have gained lately.

Only a tough competitor could save them from falling deeper into failure. You know, a competitor like Charter Spectrum. Charter Spectrum is known for its top-notch cable TV and internet service that keeps you entertained 24/7. Plus, with Spectrum Servicio al cliente, you can have your issues resolved almost instantly.

How Can the Internet and Cable Service Providers Nail Their Customer Service?

Who do customers turn to while looking for help? Quick and reliable customer support with well-trained professionals. With customer service brands can provide clarity to their customers, all the while catering to issues that need to be resolved right away. The best way to do this is to be active on Facebook, Twitter, or other social media, so customers can instantly connect with you using any platform they are comfortable with.

Another very important factor in maintaining good customer support is the speed of response. Do you know that Americans tell approximately 9 people about their good customer support experience and if things go awry, they share their bad experience with as many as 16?

Let’s face it, no experience can ever be as bad as a slow response from customer service representatives. Therefore, to make sure that customers have a good experience, customer service representatives need to increase the speed of their responses.

Customer Service plays a huge role in giving a brand its own personality. Customers like to go for brands that seem a bit human. For example, you chose to do business with a brand and things at first seemed great. However, problems began surfacing and now you need someone to complain about things going bad. Would be a huge disappointment if there was no one at the other end ready to listen to your problems, wouldn’t it?

This gives the brand a bad name with all the negative publicity it causes.  Therefore, brands need a ‘human voice’ ready to answer customers’ problems and that can only happen with a strong customer support network.

Also read: Coronavirus: digital surveillance and human rights

These are the reasons why brands should never give customer service a shorter end of the stick. But, it doesn’t end over here. Customer Service has turned out to be a great blessing for the speculatively dying cable TV, as well. In case you weren’t aware of this situation, our beloved old entertainment companion, Cable TV has been going through a pretty rough patch because of the increasing popularity and subscriptions of online video streaming platforms. Ever since the advent of Netflix, Amazon, Disney+, it’s like people have switched priorities.

People are now using their high-speed internet connections to stream content anytime they want. Yes, content streaming platforms have indeed redefined the whole Video on Demand practice and now, the cable TV can turn to one last thing to keep itself from fading into complete obsolescence, and that is Customer Service.That’s right, if there’s one thing that can save cable TV service then that’s got to be a solid customer service framework.

Building top-notch customer service is a favor that cable TV companies can do to themselves. This way, cable companies will be able to retain their existing customers. Who knows there might even be new customers if they try hard enough because at the end of the day nothing matters more than loyal customers, who would go through every level to ensure that their favorite cable company is around them for long.

All in All

Providing good customer service is nothing but a road to definite success for internet and cable service companies. Businesses often underestimate the importance of customer service, which consequently blows their reputation into tiny pieces. So, whenever you see a brand struggling, just know that there could be a bad customer service into play.

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