By Mendy Nichols, Customer Service Specialist
If there’s one stereotype that defines most internet providers, it’s that they treat their customers like a number. At United Communications, our approach to customer service is intentional and personal. Making it personal comes naturally because our customers are also our neighbors. Some of our customers own our favorite businesses in town, and our children go to school together. It’s not unusual for our employees to know many of our customers on a first-name basis. In this blog, you’ll meet the customer service teams who are the heart of United Communications and provide an exceptional customer service experience that truly sets us apart.
“We have had nothing but excellent service with United. When you call them, you actually speak to a person every time! Customer service goes above and beyond! Their technicians are the best in the business! I can honestly say that when I call United, it is literally like I’m calling a friend! We have been with them for three and a half years, and they are great!” – Andrea and Danny W., United Communications customers
United’s Customer Support Team
Our customer support team is made up of 24 amazing individuals who play a critical role in our mission to provide unmatched customer service. To cater to the specific needs of our diverse customer base, the team is segmented into specialized groups that include:
- Customer Service and Tech Support – As the first points of contact for our customers, the highly qualified and knowledgeable members of these teams are equipped with tools and in-depth training to ensure all customer issues are addressed promptly and efficiently.
- Bulk Accounts – Manages the requirements of large-volume clients, offering customized solutions and dedicated support.
- Customer Experience – Focuses on enhancing the quality of interactions across all customer touchpoints to improve overall customer satisfaction.
- Proactive Performance – Monitors system integrity and network health to preemptively address potential service disruptions, reduce downtime, and improve the reliability of our services.
- Provisioning Specialists – When new customers join United or existing customers upgrade their services, these specialists make sure the transitions to new services are smooth and stress-free for our customers.
Providing A Customer Service Experience that is Unmatched
United Communications invests heavily in training and development. By providing our customer service representatives with the right knowledge, skills, and confidence, we ensure they can effectively handle customer inquiries, resolve issues promptly, and consistently create positive experiences. Our training covers everything from in-depth product knowledge to effective communication techniques, problem-solving strategies, and the ability to navigate complex situations with empathy and professionalism.
Going Above and Beyond for Our Customers
We work hard to make real connections and create positive, personal moments for our customers. Whether it’s finding custom solutions to support a local business’s internet needs or responding to every review, we listen to our customers and treat them the same way we would our friends. Every day, members of our team go above and beyond for our customers. Just recently, a customer was experiencing difficult equipment issues. Rather than just resolving the issue remotely, a member of the tech team drove out to the customer’s home to help find a solution at no extra cost.
How United’s Culture Benefits Our Customers
Our internal culture at United is a reflection of our external commitment. Recognized as one of the best places to work in Nashville for two consecutive years, our workplace environment fosters respect, innovation, and dedication. This recognition from the Nashville Business Journal underscores our commitment not only to our customers but also to our employees, who are the backbone of our service promise.
Experience The Difference with United Communications
At United Communications, our customer service isn’t just about solving problems—it’s about keeping our neighbors connected. Whether you need help troubleshooting a technical issue or are simply looking for advice on choosing the right plan, our local customer support team is here to help with friendly, attentive, and solution-oriented service.
To learn more about the customer experience we’ve created, check out what other customers are saying or connect with our team.
Author Bio:
Mendy Nichols
Customer Service Specialist
Mendy Nichols is a customer service representative at United Communications. Before joining our team, Mendy spent over two decades working her way up at Kroger, from store clerk to manager to district operations manager.
With a degree in business management, Mendy plays a crucial role in building long-lasting relationships with our customers and developing solutions that exceed their expectations.