As a Disney Institute keynote speaker and world-class customer service trainer, Teri Yanovitch has helped Fortune 500 companies such as Johnson & Johnson and Ernst & Young provide excellent care to their customers. So when she shares in her professional blog how “Wowed” she is by Bright House customer care, we noticed.
Teri’s encounter with Steven, a Bright House customer agent, prompted her praise for our customer service. Steven “Wowed” Teri by displaying four of Teri’s top customer service touchpoints:
- Listening: When Teri called about a cable TV question, Steven gave her his full, undivided attention.
- Sincerely Wanting to Help: After hearing Teri’s issue, Steven’s immediate response was, “I know I can help you and you will be pleased.”
- Solving Customer Issues as Quickly as Possible: Steven shared different options for resolving Teri’s situation, and they quickly arrived at a solution together.
- Taking the Time to Make Life Easier: After resolving her situation satisfactorily, Steven took time to walk Teri through brighthouse.com, showing her all the exciting new features and channels she would be getting.
When Teri commented to Steven how glad she was to have gotten him on the phone, she was truly impressed by his reply. Steven said that it was his personal goal to ensure every customer felt glad about speaking with him, because it confirms that they made the right choice with Bright House Networks.
It is Bright House Networks’ goal for every customer to have a positive experience with its services and customer service representatives. Do you have examples of being “Wowed” by Bright House customer care? We welcome your thoughts as we continually strive to make our customer service even better.
photo credit: Robby Virus on Flickr
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