Broadband provider Eclipse praised for customer service
Based in Southwest England, broadband provider Eclipse Internet was awarded the Best Customer Focus prize by Best Business Awards 2010. Praised for their quality of customer service, the award celebrates the best public and private excellence. According to Andrew Areoff, chair of the judging panel, the company “embeds important customer service into its operation.”
Eclipse Internet is known for its fast fiber-optic connections, its reliability, and, its support team. According to their website, the “team” gets a financial bonus for giving exceptional customer satisfaction. Happy customers stay longer and become loyal, and they go beyond what is expected to deliver the best customer service. The company’s claim for reliability is 99.9% uptime for broadband and web hosting. Their support calls claim to be answered in 60 seconds or less, and 70% of their faults are fixed at the first call.
The web site lists their November, December, and, January performance with the heading entitled, “How Are We Performing?” Included is a list of performance criteria:
- Availability of our core services
- Orders fulfilled on time
- Customers needing technical help
- Customers faults fixed at first call
- Fault rate compared to average
- Spam/virus blocked
This all made me ponder if money is indeed the motivational tool for employees to render better customer service? The company’s support team seems to have some impressive values listed. If so, how much and how does it influence employee productivity? Motivation is a huge part of the formula, but how does one evaluate the happiness level since happiness goes way beyond the job. People tend to be happier when they make more money because money is purchasing power, and the ability to purchase more plays an important part in happiness.
I am convinced that money does play an important part in employee motivation, but the key is to find the right candidate for the position. Capability, professionalism, patience, knowledge, and personality to fit the company marks the spot for success. Once the candidates are well-trained and given the tools to conduct business with the company’s success firmly implanted, the added monetary rewards for jobs well-done do seem to make a difference.
photo credit: europealacarte
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