6/26/08 Customer Email

To whom it may concern:

I just upgraded my cable to add showtime and internet, and Cherika was beyond helpful!!  She was very curteous and patient.  She provided superior customer service as she talked me through setting up my modem.

At jetbroadband, you are very fortunate to have such wonderful agents!

Thank you,

Sandra and Ken

6/10/08 Customer Email

Dear Sirs;

I was having trouble with my email (Outlook) and call to check if it was an issue on your side. Apparently, the issue was on my side. Your tech support person, LUKE, did an excellent job and proved very patient. He looked up possible solutions and walked me though the one he felt might be causing my problem...slowly and carefully, with his help, the problem was solved. I wish all support personnel worked this well.

Thanks Luke,

Sincerely,

Joe

6/5/08 Customer Email

I just wanted to thank Mark for all his work yesterday afternoon in getting our house hooked up to Jet Broadband.  Merifield Acres is not the easiest place to work.  Mark carefully ran cables through trees and around our house to minimize the installation footprint.  It was a very hot afternoon and Mark kept at it until the job was done.  Thanks!  Everything works fine.

Thanks again, Mark!

Peter

6/2/08 Customer Email

To Customer Service:

I just hung up from talking with Bonnie ( extension 1029) and she was SO helpful, upbeat, and patient – AND she fixed the problem with my cable reception.

Bonnie was a delight and when I hung up, I felt brighter inside because of my encounter with her.

So kudos to Bonnie. She causes the customer to feel important and valued, which are more valued than ever since a caring, human voice has become scarcer in the general customer service world.

Linda M.

4/29/08 Customer Email

I want you to know how your customer service person “Francine” “MADE MY DAY”

  I made a call to check on my service for the internet and cable service and my account as a whole.

Well to my amazement and joy, this lady meet my every expectation and more! I am a very satisfied customer!

 I own several McDonalds restaurants in the Shenandoah Valley of Va. And I know what I expect from my people

And customer satisfaction and how training plays such an important role . The individual selection makes the total package! 

  Thanks again and congratulations on a job well done!

BOB DRUMHELLER

PRESIDENT

R.B. Drumheller Inc.

T/a Mcdonalds

4/10/08 Customer Email

Hi Jetbroadband Customer Service Supervisor,

My name is Joe and as a former customer service employee of both Pan American World Airways, Inc. and New York City Transit, I know how most people only seem to find time to complain and never have anytime to commend.  I also know from my experience as a Jetbroadband customer that your goal is to meet my expectations.  Please rest assured that you have always done that and often exceeded them.  Today's speed test, as documented in the attached, shows you are consistently providing the level of service you promised.  However, my telephone conversation with Cherika in you customer service department today was one of those times when you exceeded my expectations.  Cherika was polite, easy to understand in her pronunciation (I'm a bit hard of hearing and defiantly don't deal well with foreign accents) and knowledgeable (she clearly explained what had happened and all the options that were available to me for correction instead of mindlessly repeating what was on a queue card).  I am 67 years old and, although I repaired SAM guidance systems for the US Army in 1959, my children say I am "technically challenged".  So please note that I do appreciate your commitment to meet my expectations because you actually do it.  Anybody can do the talk, but Jetbroadband does the walk.

So, now do I get a free upgrade to first class on my next flight or free tokens for my next bus ride?  All kidding aside, thank you.

Regards,

Joe

PS Please copy Cherika on this e-mail even if she might ask for a raise!    

 2/26/08 - Customer Email

Jonathan,

Just wanted to send you a simple thanks for all of your help this morning.  I passed along my appreciation for your excellent support to my boss Sandie as well.

Again thanks for going the extra mile.  I’ll be in contact with you again to revert back to the original config before the emergency occurred.

Joey Nichols

Information Technology

540.483.6664 ? helpdesk@franklincountyva.org