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Customer service you went crazy for

By Thomas Costello - December 16, 2013

Over the past couple of weeks you may have seen our ‘Finding Reg video.’ The video reflects the passion some of our customers have for the customer service they receive.

During this period, we had an internal competition to find out whom, within our team, best optimised what the concept of ‘Reg’ stands for. We scored all of our customer support agents for two weeks based on real customer feedback. The winner of this internal competition was Luke Arnott, from our Cloud and VPS technical support team based in Leeds. Luke optimises what our service is all about: real people solving real problems.

We sat down with Luke to give you an insight into the passion Luke and the whole of our support teams have for our customers.

What does it mean to win the award?

To win the award is fantastic. The best part of my job is working with customers and providing great customer service is something that we all strive for our respective teams. This award definitely makes me proud and it’s great to be recognised by customers for the issues we deal with day to day.

What does it mean to you when you receive positive feedback from a customer?

Feedback from customers is really important to us all. We actively listen to what our customers are saying and we try to address any issues that are faced as best as we can. Each department in the business understands the importance of grasping the needs of our customers. Such strong comments from individual customers who have recognised the work I have done in helping them resolve their technical queries, is very important to me.

Has there been an experience with a customer that you will never forget?

My favourite experience was when a lady who had an issue with her subdomains not working, came through. I worked very hard at finding the source of the issue and walked her through how to add in the DNS record she needed. We also had a lovely chat in the process and she was really happy with the service I had provided.

Our customer service mantra is simple. We aim to solve real problems by using real people who understand what it can be like to be a customer. Furthermore, last month we were nominated in the Institute of Customer Service Awards, for the category of Customer Commitment, something we are very proud of. We are dedicated to keeping the customer at our heart and we are determined to continue to excel in this area.