Flow becoming customer-centric

THE EDITOR, Madam:

I write in response to a recent letter titled ‘ Flow taking entertainment to a different level? ’ from Mr John Hill, published in The Gleaner on August 31, which expressed concerns about Flow’s customer experience and customer information process.

While it is regrettable to hear about any negative experiences Mr Hill and our other customers may have had, I would like to take this opportunity to shed light on our ongoing efforts to improve and enhance the services we provide.

At Flow Jamaica, we value each and every customer and their feedback. We understand that the quality of customer experience is of paramount importance, and we continuously strive to meet and exceed our customers’ expectations.

Regarding the concerns raised about our customer information process, we acknowledge that in some instances the process may not be as smooth as desired.

We are, however, actively reviewing and refining our procedures to ensure that all customer concerns are addressed promptly, efficiently, and with the utmost professionalism. Our goal is to create a seamless and transparent process that empowers our customers to voice their concerns and receive timely resolutions.

In this regard, we have implemented several measures to enhance our customer experience and address the issues highlighted in the letter:

1. Dedicated Customer Support: We have invested in equipping our customer support teams to ensure that customers can reach out for assistance through various channels, including phone, email, and online chat.

Our customers may contact us via any of the following channels:

Customer Service | Contact Centre – 100 from a Flow phone or 1-800-804-2994

WhatsApp – 876-620-2200

Email – customerfirst@cwc.com

Facebook - https://www.facebook.com/FLOWJamaica

Official Website - http://www.discoverflow.co

2. Proactive Notification: Once a customer service impacting disruption on our network is detected, an SMS is sent to all the customers affected by the outage.

3. Training of Contact Centre Agents: We are investing in ongoing strategic customer service and knowledge management training for our customer support agents.

4. Quality Assurance: We are implementing rigorous quality measures to monitor and evaluate the interactions between our customer support agents and customers. This ensures consistent service delivery and adherence to best practices.

We understand that there is always room for improvement, and we are committed to turning these challenges into opportunities to provide a superior customer experience. It is our aim to regain the trust of any dissatisfied customer and demonstrate our commitment to delivering top-notch services.

We thank our customers for their patience and understanding as we work diligently to address these concerns. By working together, we are confident that we can overcome these challenges and continue to create a customer-centric environment that sets a standard for excellence in the industry.

NYREE COKE

Director, Customer Experience

Flow Jamaica