Customer Service Standards

Our Service Philosophy

Customer service is not a department, but a philosophy aggressively supported by all our employees. Glenwood depends upon all of its employees to deliver exceptional customer service. We are committed to excellence in providing quality products & services by listening to our customers and responding to their changing needs, wants, & desires.

Mission Statement

To provide exceptional customer service and the highest quality, cost effective telecommunications services, using the latest technology available throughout Nebraska.

Service Standards listed by service:

Installation

Customer installation will occur within 4 business days from the time of customer request, unless customer requests a later date.

Follow-up Calls
All customers will receive a follow-up call the next day to ensure the service is working correctly.

Troubles

Troubles will be repaired according to the following timelines:

Residential troubles requiring a truck roll will be addressed in 4 business hours. Business troubles requiring a truck roll will be addressed in 2 business hours.

For example, a residential call coming in at 4:00 PM will be addressed by 11:00 AM the following business day. A business call coming in at 4:00 PM will be addressed by 9:00 AM the following business day.

Trouble Callbacks

Major Outages
All customers who contact the business office to report a trouble during a major outage (i.e. tower down, router crash) will be contacted that same day once the problem has been fixed.

Customer Outage
All customers who have an Internet trouble that requires repair will receive a callback the next day to ensure the problem has be corrected and that everything is working properly.

Evenings & Weekends

Glenwood has extended support hours during evening and weekend hours. If our after-hours support team is unable to correct the trouble over the phone, a technician will be dispatched to your location.

A technician will contact you prior to coming to your residence or business. Some troubles may need to be addressed the following day due to weather and the time of day the trouble occurs (i.e. darkness, ice, rain, etc.)

Installation

Cable TV service will be installed within 2 business days. (Non Fiber Customer)

Follow-up Calls

All customers who subscribe to Glenwood cable will receive a call the day after installation to ensure everything is working properly.

Troubles

If a customer loses all of their video service (complete outage) we will respond to that trouble within 2 business hours.

If the trouble is related to one channel, multiple channels or it is a customer related issue we will respond in 6 hours. For example, a call coming in at 4:00 PM will be addressed by 1:00 PM the following business day.

Trouble Callbacks

Major Outages
All customers who contact the business office to report a trouble during a major outage (system wide cable outage) will be contacted that same day once the problem has been fixed.

Customer Outage
All customers who have a cable television trouble that requires repair will receive a callback the next day to ensure the problem has been corrected and that everything is working properly.

A technician is on-call during evening and weekend hours until 9:00 PM. Please call the business office and follow the prompts to leave a message in the trouble mailbox for a technician. Your message will be returned within one hour.

Installation

New install – Existing plant
Customer will have calling features within 1 hour (assuming all records are updated).

Troubles
Residential and business calling feature troubles will be handled during that same business day.

Trouble Callbacks

Major Outages
All customers who contact the business office to report a trouble during a major outage will be contacted that same day once the problem has been fixed.

Customer Contact

Customer contact is required while the computer is in the possession of Glenwood computer repair department. A computer repair technician must notify the customer after certain milestones are met. These milestones are:

  • After diagnostic
  • To give them their repair options
  • When parts arrive
  • When the computer is finished

Other times may also apply based on the technician’s discretion. This will ensure that the customer is always aware of the current situation with their computer.

Repair

On-Site

Business – Trouble calls concerning business computers will be handled within the same business day.
Residential – Trouble calls will be addressed on-site within 48 hours.

In House

  1. Subject to parts availability – PC will be repaired and available for return to the customer within 72 hours of check in.
  2. If we must order parts – once the technician notifies the customer and an agreement is made to order parts for repair, the clock will “stop”. Once the parts are received the customer will be notified of a completion time and the clock will restart. Total time to determine the problem and repair, once parts are on hand, should be no more than 72 hours.
  3. If we must wait for customer to provide software or hardware to complete the repair the same rules apply as in bullet #2.
Follow-up Calls

The technician who completed the repair on the computer will follow-up with customer 48 hours after the computer is picked up to determine customer satisfaction.

Installation

Installation of a purchased computer will occur within 10 days from the time the customer accepted the proposal. This standard is subject to change for large orders.

Follow-up Calls

The employee who sold the computer will follow-up with customer within 24 hours after the installation to ensure everything is satisfactory.

Installation

Residential and business data back-up services will be installed within 24 business hours of receiving the order.

Follow-up Calls

All customers who subscribe to data back-up will receive a call the day after installation to ensure everything is working properly.

Troubles

If the trouble can be fixed without a truck roll the trouble will be handled immediately upon receiving the call.

If the trouble requires a technician to be dispatched, it needs to occur within 48 hours.

Trouble Callbacks

Major Outages
All customers who contact the business office to report a trouble during a major outage (system wide data back-up outage) will be contacted that same day once the problem has been fixed.

Customer Outage
The technician who is dispatched to a customer’s location is responsible for contacting the customer the next day to ensure service is operating properly.

Residential

Installation

Customer installation will occur within 4 business days from the time of customer request, unless customer requests a later date or special equipment needs to be ordered.

Follow-up Calls

All customers will receive a follow-up the next day to ensure the service is working correctly.

Troubles

The following guidelines have been established with the intent that a technician will have the trouble repaired in the following time frames:
Residential troubles requiring a truck roll will be addressed in 6 business hours.
For example, a call coming in at 4:00 PM will be addressed by 1:00 PM the following business day.

Trouble Callbacks

Customer Outage
All customers who have a network trouble that requires repair will receive a callback the next day to ensure the problem has be corrected and that everything is working properly.

Business

Troubles

Maintenance Agreement
Troubles will be handled within 2 hours during our normal business hours (8:00 AM to 5:00 PM). Troubles occurring after normal business hours will be addressed in 4 hours. These business customers will be given priority over customers without a maintenance agreement.

No Maintenance Agreement
Troubles will be handled within 4 hours during our normal business hours (8:00 AM to 5:00 PM). Troubles occurring after normal business hours will be addressed in 6 hours.

All trouble call response times will be contingent on customer’s business hours. All business customers will be given priority over residential customers.

Trouble Callbacks

Customer Outage
All customers who have a network trouble that requires repair will receive a callback the next day to ensure the problem has be corrected and that everything is working properly.

Installation

New install – Existing plant
Customer will have telephone service within 1 hour (assuming all records are updated and that the proper wiring is in place. If the records are not up to date or the wiring is not correct we will follow the standards of the trouble section.

New install – No existing plant
No standards have been defined. Timetable will be set by the Glenwood Outside Plant Superior and will depend on the complexity of the project and the ability to do construction during the winter months.

Troubles

The following guidelines have been established with the intent that a technician will have the trouble repaired in the following time frames.

Residential troubles requiring a truck roll will be addressed in 6 business hours. Business troubles requiring a truck roll will be addressed in 2 business hours.

For example, a residential call coming in a 4:00 PM will be addressed by 1:00 PM the following business day. A business call coming in at 4:00 PM will be addressed by 9:00 AM the following business day.

Trouble Callbacks

Major Outages
All customers who contact the business office to report a trouble during a major outage will be contacted that same day once the problem has been fixed.

Customer Outage
All customers who have phone trouble that requires repair will receive a callback the next day to ensure the problem has be corrected and that everything is working properly.

Evenings & Weekends

A technician is on-call during evening and weekend hours until 9:00 PM. Please call the business office and follow the prompts to leave a message in the trouble mailbox for a technician. Your message will be returned within one hour.

Updates

All changes to a customer’s existing web site page will be completed within 4 hours of receiving update information from the customer. Large projects may take longer and the customer will be informed of the approximate time until the changes are made.

Callbacks

The Web Design Technician will contact the customer the next business day, by 10:00 AM, to verify that all changes were made and are correct.