Official Blog
The latest news from the Fiber team
Meet the Google Fiber Academy
Wednesday, September 16, 2015
Three years ago, I
laid out a vision
for how customer service would be different with Google Fiber. We wanted people to expect friendly
representatives
, quick
answers
, and experiences that show
they’re valued
. We’ve worked hard to rise to this challenge—visitors at our service centers are helped in under one minute on average, while call center hold times are just 33 seconds on average. As Google Fiber grows, our mission is to keep our customer service standards high across all of our Fiber cities.
Today, we’re introducing the Google Fiber Academy, a brand new training facility based in Metro Atlanta. Google Fiber vendors will send in-home installers from around the country to the Academy to take courses including how to provide high quality customer service, the best techniques for installing Google Fiber, and the most helpful ways to demo our product for customers.
Google Fiber’s customer service is based on one simple principle—treat people with respect. That means showing up
on time for appointments
, which installers working with Google Fiber do 96% of the time. It means
taking care of people’s homes
, like planting new grass seed after digging, when needed. And it means
never treating people like a number
. Take, for example, the contractor who
found a customer’s lost puppies
and watched them until the owner returned.
Google Fiber is shaping people’s expectations—they’re demanding faster Internet at more affordable prices. My hope is to have this
same impact
on customer service. We’ve had the opportunity to build our customer service experience from the ground up. Now, the Fiber Academy will enable us to exceed your expectations as we grow.
Posted by Alana Karen, Director, Google Fiber Customer Service
~~~
author.name: Alana Karen
author.title: Director of Google Fiber Customer Service
category: meet_the_team
The Google Fiber blog is now located here
.
Labels
3d
Android
announcement
app
apple
April Fools
Austin
CBRS
channels
channels tv
choose dubs dread service plan
cinemax
Community Connections
Connected Communities
construction
deadlines
digital divide playbook mbit
Digital Inclusion Fund
Discovery
education
education schools students
en espanol
Español
expansion
Fiber behind the scenes
fiber poles
Fiber Space
fiber tv
fiberhood
fiberhood deadlines
fiberhoods deadlines signup
fiberhoods installation
Gladstone
Grandview
gybo
hbo
installations hanover heights
iPad
kansas
kansas city
Leawood
lee's summit
local government
Merriam
Mission
Missouri
nashville
North America
olathe
On Demand
otmr
Prairie Village
premiere
premium package
Provo
Raleigh
raytown
SAS
shawnee
sign up installation
signup
small business
spectrum
True Blood
tv
website
Archive
2021
Jul
Jun
May
Apr
Mar
Feb
Jan
2020
Dec
Nov
Oct
Sep
Aug
Jul
May
Apr
Mar
Feb
Jan
2019
Dec
Oct
Aug
May
Feb
Jan
2018
Nov
Oct
Jul
May
Mar
Feb
Jan
2017
Dec
Nov
Oct
Sep
Aug
Jul
Jun
May
Mar
Feb
Jan
2016
Nov
Oct
Sep
Aug
Jul
Jun
Apr
Mar
Feb
2015
Dec
Nov
Oct
Sep
Aug
Jul
May
Apr
Mar
Jan
2014
Dec
Nov
Oct
Sep
Jul
Jun
May
Apr
Mar
Feb
Jan
2013
Dec
Nov
Oct
Sep
Aug
Jul
Jun
May
Apr
Mar
Feb
2012
Dec
Nov
Oct
Sep
Aug
Jul
Jun
May
Apr
Feb
2011
Dec
Aug
Jul
Jun
May
Mar
2010
Dec
Oct
Jul
Mar
Feb
Feed
Follow @googlefiber
Follow
Follow