Conway Corp was recognized for excellence in customer service when 16 of its customer service and cable installer professionals were awarded Customer Service Excellence Awards at the 2015 Mid-America Cable Show held last month in Omaha, Neb.
Senior Cable Maintenance Technician Jason Schaal and Cable Installer Jason Fleming were recognized with the Extra Mile award for going above and beyond their job responsibilities to serve the needs of their customers. Schaal was recognized when a customer reported that he had found a debit card, cash, gift card and stamps that she lost from her wallet/phone while out for a run. Schaal delivered the lost items to her home. Fleming was recognized when customer support staff received a phone call from a customer complimenting actions observed by the installer. She was out walking her dog she saw Fleming stop to assist an “elderly gentlemen who had fallen.”
Call Center Supervisor Lesia White was recognized in the retention category for her ability to use product knowledge to match services to customer’s interest and to present features and benefits while addressing concerns.
Commercial Sales Account Executive Eleise Wood Myers and Customer Service Specialists Nicole Pizzolato and Sheila Fraser were recognized in the sales category for presentation of features and benefits while helping customers find the correct products and services for their needs.
Senior Customer Care Specialist Kelly Wirtz, Customer Care Specialists Michelle Hatfield and Rachael Myers were recognized in the upgrade sales category for their use of product knowledge to match services to customer interests.
Lead Customer Service Specialist Jane Harrison, Customer Service Specialists Shelly Smith and Tracy Ferrell, Cable System Technicians Jeff Meredith and Jonathan Booth, Cable Installer Sean Maxfield and Marketing Coordinator Beth McCullough Jimmerson were recognized in the service and repair category for their ability to remain calm and professional while showing concern for the customer’s individual needs and resolve the situation to the customer’s satisfaction.
The Mid-America Cable Association is an industry association formed in 1958 to help telecommunication providers promote technical excellence, superior customer service, exemplary marketing and student scholarship. It includes cable telecommunications system operators in Kansas, Missouri, Nebraska, Oklahoma, Iowa, Arkansas and Texas. The Customer Service Excellence Award program was established in 1986 to recognized excellence in the cable television industry.