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The Planet Unveils Customer Service Push.
2005-09-02, HostMan.biz Web hosting provider The Planet Internet Services (theplanet.com) announced on Thursday that it had launched a new customer service initiative, upgrading its customer care center capabilities and naming Marissa Bybee customer relations manager. Anthony Yarbrough, manager of customer care at The Planet, says the company's customer service representatives are as technically knowledgeable as the server analysts and technicians. Online customer service will still available through The Planet's customer portal OrbitSM. "Customers contacting The Planet's customer care center are now met with faster and more efficient service, with 90 percent of questions answered by the first person who answers the phone," says Steve Kinman, director of support and leader of the customer care initiative. "The Planet achieves this rate of success due to a unique, more efficient approach to staffing. All customer care technicians are trained in various departments, allowing them to answer questions across a broad range of specialties while eliminating the need to pass callers from department to department." The Planet says Bybee will help launch the next phase of the customer service initiative. She will be responsible for various aspects of customer relations, including education and communications, and work towards maximizing customer retention. Bybee most recently served as senior account executive for Birch Telecom. "Customer satisfaction is very important to The Planet, and I'm pleased to help lead the department to make sure the company's reputation for the highest level of customer service is maintained and exceeded," says Bybee. |
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