Do you remember when you last had personal service from people who cared?
Our team has a passion for customer service. Despite being at the forefront of modern technology, we believe in old service values. We believe that people want to deal with people at a personal level and work with a company that has service embedded into its culture. Our sales team is highly trained and is definitely not of the ‘have I got a deal for you’ variety.
We are different…we really are! We care about our customers
We are passionate about caring for our customers and this passion is shared by all our employees. We treat customer care in a way that is unique in today’s market and this sets us apart from all of our competitors. We embrace the ‘best of both’ ie old traditional values of customer service with the best of modern enabling technology.
Our customers will always deal with people that they know and who they regularly have contact with. Our customer service operation is divided into customer hubs that are manned by trained and personable staff that are dedicated to a small number of customers. We do not use IVR platforms or overseas call centres as all our callers are answered personally by our customer care team, which is located in a single location in Newbury.
Staff….it’s about employing the right people, then training and developing them
All our staff are carefully selected. We only employ people who care about people and share our service passion and hold integrity as a personal attribute. We train all our staff to ensure they are properly equipped with all the necessary skills and we ensure they embrace best practice for internal and external customer care disciplines.
It starts at the top
Mike Webb has many years experience in customer care. He was one of the pioneers of ‘total customer care’ management in the 80’s and introduced the concept and practice into Vodafone. Mike was the director in charge of customer care at Vodafone for a number of years.
Kate Covill was customer care manager for premium accounts at Verizon where she won three awards for customer care excellence.
iHub customer care service includes:
- Dedicated well trained staff
- Regular account reviews
- Single bill with no hidden charges
- Highly professional account management