Having good response time isn’t good enough for us, in fact, our team enjoys getting creative and “cracking their heads open” to find solutions that can rid our customers’ of their problems – even if it’s not really part of our job scope.
Why do we bother? Well, don’t you just hate it when someone tells you, “Oh, it is not part of our support system, please call xxx-xxxxxx.” See, we’re not like that.
Once, TM’s Streamyx was down, and our support team became an impromptu “TM support team,” providing a bunch of solutions that helped our customers solve their broadband issues, and ensured that they could continue using our email system.
In another instance, one of our customers complained that they have been experiencing problems with their email, in that sent emails were not being received by the recipient. Not a good thing! Once we confirmed that nothing had gone wrong on our end, we continued the investigation into the recipient’s mail server. To do this, we requested a demo account from the recipient’s mail server provider. Why did we do this? Simply because we believe that we can provide the best customer support by solving the problem, not by pointing fingers.
