February 19th, 2019 Blog
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At Backbone Connect, amazing customer service is the priority. We achieved an industry-leading NPS score and our Service Delivery Team recently celebrated an unprecedented three consecutive months of 100% Customer Satisfaction Scores (CSAT). But we don’t want to stop there.
We want to reward the individuals in our business who don’t stop at good, the ones who far exceed our customers expectations. So we created The Overboard Award. A big, neon incentive to our teams that rewards individuals who give exceptional customer service. Each month we encourage all employees to send their nominations in for who they think ‘went overboard’ for a customer. We also include direct customer feedback that we get on a regular basis. The award comes with a bonus and a picture of the winner in a big neon life jacket that will get splashed all over social media, what’s not to like!
‘Going Overboard’ for a customer can mean many things to our different departments. What we focus on is whether someone has shown one of our core values when going the extra mile to provide great customer service. This could be anything from being tenacious when resolving a customer ticket and receiving excellent customer feedback, doing outstanding creative work to bring a project forward or resolving a billing query above the customers expectation. It could even be as simple as having the professional integrity to stay after hours to ensure that a customer issue being worked on has been resolved to the highest possible standard.
We’re delighted to announce our latest winners:
Omar won the first ever Overboard Award in December. He was a key member of the Service Delivery Team project to build and migrate to our brand new data centre suite in Century Link Goswell Road, the latest addition to our private IT infrastructure estate. His work with customers during the move was exemplary, constantly exceeding their expectations with his tenacity, his work rate and his technical skills. The customers he worked with were quick to praise him and he was an easy choice for the award.
“Omar has gone above and beyond for us today in the data centre… he was diligent, methodical and concise in his communications. Overall, the move went very smoothly, and the support was extremely helpful.” – One of our happy customers after their recent data centre move.
January’s award was won by Alek, a Senior Network Engineer in our Network Operations Centre. Alek received two separate nominations that month for some exceptional customer service. In one instance, a customer’s IT network was affected by an issue that Alek was key in helping diagnose and solve, in partnership with the customer’s IT Team.
“…having Alek to support us was key in the resolution of this problem, and we all felt that his knowledge and professional attitude was a credit to him. Please ensure that our gratitude is passed to Alek.”
In a second nomination, Alek and the rest of the team worked to such a high standard with our customer on a network migration project, that they left a 5 star Google review for us!
“From the first response I received from Backbone Connect regarding my request for colocation and IP transit, I’ve been nothing but impressed with Backbone Connect. Every response has thorough and highly professional. Meetings are well attended and the team are extremely knowledgeable and enthusiastic. The support team are lightning quick to respond to tickets, the data centre facility staff are very professional and always willing to help. I highly recommend Backbone Connect.”
February’s award was won by John Powell on our Service Desk. John has been a regular in the nominations since the Overboard award launched in December, so we’re really glad to see his consistently fantastic levels of customer service get recognised. This month, he successfully worked on a variety of challenges facing a customer, without any threat of disruption to their critical systems. This work was all about having a considered approach and a real focus. John’s quality shone through and the customer feedback was fantastic.
Our March award went to Gabriella, Accounts Assistant in our Finance Team. Her work as part of a large internal audit was critical in delivering some fantastic efficiencies in her department. It’s not only our job to deliver amazing customer service, but to keep our own processes lean and efficient. That way, as a business, we are always able to put the customer first because of our own high levels of agility and responsiveness.
April’s award was won by our Senior Network Engineer Kaminda. He has been an un-sung hero for months as a dependable part of his team., delivering his own high quality work and customer interactions, whilst support and enabling the rest of his team and the Service Desk to deliver their own great work. That’s not just going overboard for the customer but for his own colleagues as well. Their feedback was very complimentary and that’s exactly what this award is setup to reward.
We’re incredibly proud of how many of our team are constantly showing these values. It’s a testament to them that we have so many nominations to choose from. It’s a tough decision every month to pick the best from so many good nominations and such great customer feedback. Then again, its a good problem to have!
We’ll keep you updated with every new monthly winner. We’re also very social, so you can see updates across our social media platforms.
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