Intec Communications, LLC
March 6, 2015 | Newsletter
Chris's Corner
Here Comes Spring! Yea right…I hear everyone laughing now as it snows in Dallas and Atlanta. It's 10 below in Chicago…brrr! I want to remind all of our employees, please stay alert and safe out there.
'The art of choosing men (or women) is not nearly as difficult as the art of enabling those one has chosen to attain their full worth' - Napoleon Bonaparte
I attended an all Partner meeting at the Comcast Corporate Office 2/25. The meeting was to re-enforce their commitment to us, and to fill us in on what will be their direction on fulfillment work will be.
“We’re never late”; “We always get it right”
That is Comcast’s commitment to the customer for 2015, and it is our commitment to Comcast, and all of our Clients. The quote above is a reflection of what will happen. Empowering (enabling) the technician in the field to get the job done right, the first time and on time, is what our entire focus is. We as a company have made impressive strides towards this goal. The final steps and procedures to be implemented will happen within weeks. IPads have been ordered and will be in all techs hands by April, a new software backbone tracking system is being built (implementation 7/15), and a commitment by all Intec staff to follow through on everything to meet our commitment is required. It's easy to say, but it will not be easy to accomplish, nothing worthwhile ever is.
Below are some bullet points of the meeting:
Comcast will supply a 100% in-house Comcast employee dispatch team. This will be implemented by region throughout the year.
100% MET rate by July 1…we should already be close to this now (Chicago & Big South are close).
Comcast will be dynamic dispatching. What this means is that each tech working that day receives 1 job, then after passing HIC on their first job, a 2nd appointment will be issued, and so on. The 2nd customer will be given ETA info to follow tech once job is issued, including GPS tracking the progress to the customer home, with a tech picture showing as he/she drives to the appointment.
Techs will be entered into the same pool of workers as In-house to receive the work.
Tech skill set, personal info, and geo location will be supplied to Comcast through a program not yet issued to us.
Partner techs will have same tools as in-house techs.
As everyone knows, meeting all Metric measurements is now required. Sometimes there are obstacles in the way; we must overcome them, no excuses. This is the direction the industry is going, thankfully with what we have already done with GPS, 3rd party dispatch, and the management team that is in place, we are ahead of the learning curve the other Partners must still go through. Our Intec training site is just waiting for utilization! It’s for you, use it! New information is added weekly.
Bottom line: We need to deliver as good or better service than the in-house group can. I am not talking about completing more work per day, we already do that, I am talking better quality. Average, OK, & Acceptable are words we will drop from our vocabulary. Outstanding, Best , Above & Beyond Expectations are the terms we are now operating under.
As always, I will update everyone as I receive information. Everyone have a great Month, stay safe.
W2's Have Been Sent!
Everybody’s favorite time of the year - Tax season is here!
All W2's were sent to the address we have on file. If you do not receive your W2 due to a recent address change, you will need to contact Intec's Corporate Office in order to update this information.
Corporate Office Phone Number is: (817) 540-6002
M-F 8AM-5PM
Have you registered for Intec's Training website?
Once your account is setup and approved, you will have access to tons of useful information; X1 Troubleshooting Tool, Remote Codes, Set-Top Boxes, Modems, Routers, Wiring Diagrams, Charts and Much More!
Follow the link: http://www.intectraining.net/
Improve your knowledge and further your career today taking advantage of all of the resources this site has to offer.
Healthy New Year
Was getting Healthy your New Years Resolution? We are almost 3 months in! We hope you are staying strong!
If starting a healthy lifestyle was your new years resolution, there is no better way to continue your goal than taking advantage of the Health Insurance plans Intec offers through our provider Aetna. Ask your supervisor for more information today!
Open Enrollment begins May 1st!
Wayne Kelly - February 2015 Employee of the Month!
Intec Communications, LLC is proud to announce as Wayne Kelly as February 2015 Employee of the month.
A frustrated Comcast Customer wrote this before Wayne's installation:
I have been a customer since this time for 8 months. I called to make an appointment because I was moving and was given a new install date of 2/27/15 for my security, home phone, internet and TV. I was not due to move into my apartment until Sat. 2/28/15. So I paid the apartment complex an extra day to get the keys so the installer could set me up. When he came to my apartment, he said the wires were bad and someone would call me regarding fixing them. No one called so I called on Sat 2/28/15 to check the status and was told that I had an appointment between 1 and 5. When the tech came I thought, ‘great I will get connected’. He told me that he doesn’t connect, he just does wires.
I asked when someone would be out and he said Comcast would call me. I stayed home on Monday, 3/2/15 expecting to hear from someone and by 1pm when I didn’t, I called again. I spoke to 10 people who kept transferring me from one person to the next and then was told that I had an appointment set for 3/11/15. How do you schedule an appointment with someone and not talk with them? So I am supposed to be in my apartment with no security, cable, home phone or internet until the 11th when I had an appointment on 2/27/15.
Let me just say this. I am working on my second book right now and it is about customer service. Thank you for giving me an amazing story to tell, about when you put your customers through your hamster wheel process. I don’t care about your process as this is all I have heard about since dealing with this mess. I just want someone to come to my house and install my service and 3/11/15 is unacceptable. You have cost me money and time and let’s not talk about my blood pressure. While I was on the phone with one of your many customer service people, one of them had the nerve to try to up sell me and offer me more service. Really???? What service, I don’t have any. Please help me change how the ending of this story will be in my book and having someone from your Corporate Escalations department call me within 3days is the most ridiculous thing I have ever heard. I am ready to cancel my service all together (which I love) and go with another provider.
The same customer wrote this after Wayne's installation:
Thank you for the prompt attention to my installation nightmare with Comcast. I am following up with you to say thank you and to share my experience with Mr. Wayne Kelly. It was a pleasure having him in my home to install my security and cable. My experience with Comcast and customer service left me feeling very angry, heated and irritated. All these emotions stopped when I met Wayne Kelly. He not only told me he would take care of me, but he stayed with me until everything was done, working and I was fully trained on your system.
Comcast Customer Service needs to take lessons from him on how to ensure the job they are doing is done with the utmost quality and never leave a customer hanging even if you can’t help them. Comcast, you need to give Wayne a promotion and raise because he saved me as a customer and he closed the deal. That is why I named him the “Closer”. By the way, he even took out my trash when he left. That was the cherry on the top. Thank You!
Wayne, on behalf of the entire Intec family we would like to thank you and congratulate you on receiving this award. Your proven hard work and dedication to Intec is invaluable, and you truly embody the characteristics of Intec Employee of the Month.
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Intec Communications, LLC - Employee Spotlight
In the spotlight this month is a technician working in the Victoria Market
Jose Flores
A Satisfied Customer Rights:
Jose took his time to explain how my device functioned and worked. He was very helpful.
Jose, the Intec Management team would like to thank you for upholding Intec's standards for excellent customer service. Please continue to be an example for all Intec employee's and we look forward to the many success stories to come.
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Meet the MobileTeam!
Top Left: Tech Super visor - Ronnie Mader
Top Middle: Director - Donnie Mader
Top Right: Manager - Rob Longo
Bottom Left: Office Manager - Stacey Walker
Bottom Right: Dispatch Supervisor - Robin ClemmonsFront Row(L to R): Britany Hawkins, Donna Stewart and Pat Reeser
Back Row(L to R): Linda Hunt, Linda Bridges and Brioni Watts-Ivory
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How to Deal With Angry Customers
Unfortunately, angry customers are a fact of our business and we have to deal with them every day. Customers may be angry because of previous experiences, previous contact, a problem occurred at an inconvenient time or they may have had incorrect assumptions that led to improper expectations.
Try to curb the initial response of ‘Going Hulk on Somebody' and replace it with the assumption that the customer has a right to be angry, even before you know the details.
As stated above, customers may be angry because of previous experiences, previous contact, a problem occurred at an inconvenient time or they may have had incorrect assumptions that led to improper expectations.
Try to listen carefully to how the anger is expressed so you can find the root cause of the emotion.
Own the Problem
It does not matter who created the problem or what transpired before the customer got to you. Tell the customer that you own the problem and will apply your personal effort to achieve results.
Sometimes it may be tempting to distance yourself from the problem by stating that you are not responsible for it, that another department will need to handle it, or that you are just a messenger. If the customer senses that he or she is communicating with someone who is powerless, it will create yet another reason to be frustrated and angry.
Even if you do need to work with other departments, get manager approval or coordinate some other type of response, inform the customer that you will personally take the matter into your own hands. The customer does not know your company, your policies or your procedures. The customer will never be able to navigate the requirements, restrictions or resolution with the same knowledge and experience as you. Reassure the customer that you will use your knowledge and experience to coordinate the best possible resolution, even if you need to get the assistance of other parties to achieve it.
Listen to Emotion without Emotion
Listen to the emotion as well as the words. This will help you to identify the specific item or items that need primary attention.
Do not respond with emotion. Remember that the customer anger is not directed at you personally, even if the customer language is directed at you. It may be necessary to repeatedly acknowledge the customer emotion to diffuse the situation and reassure the customer that you are attentive to the importance of the emotional distress as well as the technical issue.
Be Patient
Customer conversations come in waves. It is not effective to interrupt the customer when he or she is venting combustible sentiments. It is like pouring gasoline on a raging fire. Rather, wait for the waves of emotion to recede and then use that opportunity to interject with reassuring comments.
Speak Softly
If you encounter a loud and abusive customer, respond by speaking softly and with a very steady tone. Eventually the customer will have to lower his or her voice to hear what you are saying.
Even though it may seem that the customer does not care about what you have to say at first, remember that the customer approached you for resolution. The customer may have built up a considerable amount of emotion before reaching you, but ultimately the customer does want your advice and assistance to resolve the problem.
Reiterate
After you have listened carefully to the customer, reiterate the priorities that you believe that you heard from the customer perspective. This will assure that you are focused on the appropriate issues and reassure the customer that you are concentrating on the proper priorities.
Place the Customer First, Problems Second
While it may seem logical to focus first on the technical or administrative issue that cause the emotional distress, it is important to acknowledge the customer’s anger first and the technical issue second.
Correct any Issues
Correct the issue for the specific customer and also look for long term corrective measures. Demonstrate your confidence that this specific problem is resolved and is not expected to reoccur. Demonstrate your attention to the specific customer by reiterating original concerns and actions that you took to correct the issue.
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February & March Employee Anniversaries
Please join us in celebrating the following employees with February & March Anniversaries:
February
Dolores Garcia 2 Years
Duane Scott 1 Year
Miguel Bibian 1 Year
Jacques Rogers 2 Years
Jose Uriol 1 Years
Charles Clark 2 Years
Bahir Abdulka 1 Year
Anthony Tazelaar 1 Year
Linda Hunt 2 Years
March
Aaron Longo 2 Years
Nhan Dinh 2 Years
Jonathan Primm 1 Year
Oswald Forsyth 1 Year
Patrick Van 1 Year
Jeremy Joseph 1 Year
Kelvin Cruz 1 Year
Larry Burch II 1 Year
Ali Martada 1 Year
Adil Mousa 1 Year
Amer Hussein 1 Year
Douglas Leatherwood 1 Year
Saleh Ali 1 Year
Brioni Ivory 2 Years
Harold Hoke 1 Year
Thank you for your countless hours of hard work and loyalty to Intec!
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Employee of the Month
What employee of the month looks like:
- This individual’s efforts have inspired and supported the performance and achievements of others.
- This employee is punctual and dependable.
- Demonstrates a positive attitude toward work responsibilities, co-workers, and customers, and services as a role model for others.
- Commitment to quality in carrying out job responsibilities, and is an asset to Intec Communications.
- A willingness to exercise leadership, take initiative, and accept and carry out additional responsibilities beyond the regular job assignments for the good of the company as a whole.
Please submit your nominations for Employee of the Month by completing the form below. The winner will be included in the next newsletter.
Get Plugged In
Have a question on a policy? Suggestion on how to improve an aspect of our business?
Please email any questions, suggestions, or concerns to: info@inteccommunications.net