The following excerpt is from a letter received in February 2010 from then Prime Minister
Gordon Brown in recognition of Unicom becoming the first telecommunications company to
achieve the Customer Service Excellence standard.
I am delighted to learn that your organisation has recently achieved the Customer
Service Excellence standard.
Please pass on my congratulations to everyone involved – to be recognised for this
challenging standard is a tribute to your organisation’s customer service culture.
Your achievement demonstrates that you have recognised the importance of developing
an in-depth understanding of your customers’ needs. Consultation and customer insight
is vitally important if we are to continue to make the improvements we all want
to see in public services.
I wish you continued success in the work with which you are engaged.
Gordon Brown
Prime Minister
Listed below are a collection of comments from some of our satisfied customers.
Dear Unicom,
I am an existing customer. Recently I had cause to change telephone and Broadband
arrangements with yourselves.
Earlier this week round about the anticipated time of changeover from my old Broadband
supplier to yourselves, there was a bit of a glitch in that for a time I had no
connection at all despite the fact that all the relevant bells and bleepers indicated
otherwise.
However, on calling your offices in Manchester to report my state of Internet Limbo
I was dealt with in the most persistent manner by your staff.
Persistent in a good way. A lady called Maria Christou ( I hope I have spelled her
name correctly) spent over an hour in trying to rectify the problem for me. She
did rectify the problem. She did it with courtesy, politeness, and good humour,
despite having to deal with a sometimes narky old sod like me. She is a credit to
herself, and to her company.
Indeed, I have noted that in my dealings with Unicom that, whatever the issue,
your staff always come across well, and do their utmost to help resolve any problems
I may have. You obviously select and train well which is reflected
to customers like me in the service received.
Please pass on my thanks, and best regards to your staff, and in particular to Ms.
Christou.”
Mr W C
Debt Advice, Largs, Ayrshire
May I take this opportunity to thank all your staff for their help
with our recent move of telephone to a new address. Everyone has been very polite
and efficient and they have kept us informed at all times of the progress
of the order.
We were given a date and time and the installation was undertaken quickly and efficiently.
You have an excellent team of Customer Service, Sales and Engineers.
Please pass my regards on to all concerned.
Multiple Sclerosis Society
Barnsley, South Yorkshire
I write today to convey my thanks to your company over a matter of a long standing
issue over Broadband Speed. During my time with British Telecom I suffered constant
poor speed performance and terrible customer service.
However during my brief period with Unicom I have been very impressed
with both the sound advice over switching the Broadband to my second line and the
customer service also.
Your Technical help line department are excellent, the phones are
answered promptly and politely and after brief
security checks I was connected to a gentleman names Usaff. His telephone manner
is excellent and his technical ability enabled him to sort my issue quickly. He
called me back when he said he would and when I thanked him for his extra efforts
with my problem he simply said that he was only doing his job. This is of course
correct, but he did so with such professionalism that suffering
a problem almost became a pleasure.
Please convey my thanks to him again. In these difficult trading times it is very
rare to find people that are a pleasure to deal with. This man is a great asset
to your company.
Thank you all again.
Mr DL
Electronic Servicing, Aylesbury, Buckinghamshire
I must thank you as we have enjoyed three years of faultless supply.
Mr GW. Design & Installation, Ainsdale, Southport
I just wanted to send a quick email to acknowledge the excellent customer service
you provide. The reason I came over to you was because BT were so incompetent and
I seemed to spend half my life on the phone to them. I am still receiving bills
from them for a service that you now provide. I have spend all day today trying
to sort this out and the only sensible part has been Unicom.
Once again, I thank you, especially David Allcock who has been very helpful.
I will be recommending you to others and will definitely not be going anywhere near
a company with British in the title!!
Many thanks
Ms K H
Confectionery Retail, Poole, Dorset
We have just switched our broadband supplier to unicom after many problems with
our previous supplier, orange, as i am not computer literate, and have never wanted
to be, this was not as simple, quick or straightforward as i wanted it to be, and,
indeed, expected it to be. thanks to the patience and helpfulness of your staff,
in particular jamie bell, and the gentleman i spoke to on tuesday, whose name i
did not make a note of, our emails are now up and running again (hope this continues),
i have learned some more about these truly dreadful machines, and am confident that
if i have any future problems, jamie will be able to help resolve them again, i
thank him enormously for his patience and forbearance with my lack of skill on the
computer.
Mrs T M
Animal Services, Boncath, Dyfed
On Thursday 5th Feb I contacted you to get a call divert (customer controlled) activated
on the telephone line. However a few technical problems occurred and this took a
lot of work your end to get this rectified.
The reason for my email is to commend Unicom on the service and outstanding
support offered today (Friday 6th Feb) and especially to James & Laura
who kept in touch frequently with updates throughout the day and worked very hard
to ensure that things where up & running as quickly as possible. I cannot say enough
how superb you have all been today and have shown once again that you lead the
way that many telecoms companies can only dream of. A very big thank
you.
Mr W M
Taxi Services, Skegness, Lincolnshire
“Dear Emma,
Just a quick note to say thank you for the service provided by Unicom over the years.”
Mrs C L
Health and Beauty, Co Armagh, N. Ireland
“Just a quick email to tell you how very impressed I was 15 minutes ago with Jamie
Bell one of your engineers.
I have been told by other engineers that my internet line was down or that my router
was broken. Two minutes of talking to Jamie and he had it sorted, ran through a
series of checks and put me in the picture of how your system works.
A few programs later and we were back up and running... Brilliant service”.
Mr M P
Building Services, Wakefield, West Yorkshire
Thank you, thank you, thank you. I have just joined your Broadband service. The
help and assistance your staff have show was the best. Nothing was to much trouble
for them. A great team, the best I have ever dealt with. Congratulations
on putting such a group of people together, your success will no doubt continue
in the years to come.
Mr. T.B.
Entertainment, Braunton, Devon
I’m not given to contacting people to say what excellent service I get – possibly
because I rarely do! However I am making an exception today – I have had a problem
with my web connection for some days and contacted you to test the line yesterday.
I was dealt with by Leah Woodward – who was proficient and professional
– she tested the line and confirmed I had indeed got a fault – Leah arranged for
BT to attend which they did this morning and fixed the problem.
Leah must have called me 3-4 times to keep me informed of developments. I am
most impressed, your service is exceptional – your expectation these
days is to wait on the line for 30 minutes, be passed from pillar to post and to
speak to an overseas call centre operative you cannot understand. My experience
with your company is the exact reverse – brilliant service. Thank
you.
Mr KF
Website Development, Ware, Hertfordshire
I am writing to thank you for the excellent service given recently
by Unicom when dealing with a reported fault with our telephone cable.
Firstly, it was wonderful to speak directly to an advisor after
only a short ring. This is almost unheard of, in these days of
call centres, automated messages, press buttons and just left waiting indefinitely!
We are most impressed and thought you would like to know how pleased
we are.
Mrs JS
Building Contractors, Somerset
Thank you for the service we have received and I will not hesitate
to recommend Unicom. Mr GM, Office Retailer, Horncastle, Lincolnshire
To whom it may concern
We have over the past year had many problems with BT which has cost us and caused
us a lot of problems. I changed to your company as I was impressed with your sales
adviser that came to visit us. I have been equally impressed with the service I
have received all the way through, and the seamless transfer to your network.
I have spoken to various members of staff who have consistently been helpful,
happy and courteous. Anything that I have requested
has been actioned and I spoke to Jamie Bell today who again gave superb services.
Dealing with your company has been like a breath of fresh air in todays very busy
world and I would like to congratulate you on what you are doing and hope this is
the start of a long business working relationship.
Long may your working principals continue.
Kind regards
Mrs SB
Practice Manager, Health Services, Henfield, West Sussex
We just wanted to take this opportunity to let you know what a valued member
of staff you have in Mr Jonathan Wright. He deserves a medal with putting
up with me every single day on the phone to him. He is an absolute star and I feel
that he deserves a huge pat on the back to say thanks for his constant help
and support. He is a credit to your company, and has certainly put
my faith back into the human race. An absolute treasure.
He is a fabulous guy to have as a customer advisor. He is calm, efficient, and thorough,
delivers what he sets out to do, keeps in constant touch and is actually a real
believable person.
I would also like to thank all of your customer care team, as each time I rang,
whoever I spoke to was very helpful and friendly and efficient.
Basically all we want to say is a huge thank you for all your help and support.
Ms M
Motor Trade, Stoke On Trent, Staffordshire
I would first like to say a big thank you to a lady called Elaine unfortunately
I did not get her surname but she gave me a direct line. She is to be commended
for the way she spoke to me and calmed me as I was very upset on the day I phoned.
She had a fabulous telephone manner, and is an asset to you.
Mrs JW
Music Academy, Sunderland, Tyne and Wear
I would like to express my thanks to one of your staff members Mark Scott, I found
him to be very helpful and understanding regarding
the issues surrounding the installation of a new telephone line...
I feel he helped the Society beyond his duty trying to investigate and solve the
problems we were encountering following the installation. I believe Unicom are privileged
to have such a dedicated conscientious worker in their employment who believes the
customer needs are a priority.
Ms ST
Mencap Society, Bridlington, East Yorkshire
I reported a fault last week and I am writing to let you know how pleased I was
with your response and service following previous experiences I have had with BT.
I spoke to a man called ‘Ben’ who was particularly helpful and responsive.
He dealt with the fault, pursued it until it was repaired and kept in touch with
me to let me know what was happening, he called back when requested. I was very
impressed with his manner and response.
Ms DM
Engineering, Lowdham, Nottingham
I would also like to say how refreshing it is to have the phone answered by
a human being rather than a machine with automated response options.
Ms AH
Wholesale Suppliers, Bristol, Avon
Thank you for your wonderful service, your company deserves to
prosper. Mr F D, Retired, Leeds
The itemised phone bill for April has just come through. I just wanted to thank
you very very much for this and all your help the other day. This has
really sped things up for me and is a great help.
I've worked in Customer Services myself for years and know how difficult it can
be to get the simplest of things done. If I hadn't phoned back after my initial
request and got through to you, I'd be waiting for ages for the phone bill to be
delivered to my home and then even longer for me to post it on.
Thanks to your willingness to help out it's all been sorted for
me quick smart. Please pass my message onto your boss, as the help you have given
me really is 1st class and I should know trust me!
Mr AH
Birmingham
We recently damaged the telephone cable servicing the above property and others.
Having made contact with your offices to report the matter, I want to express thanks
to Mandy who handled the reported problem.
It is so rare these days to find someone so pleasant and helpful and she dealt
most efficiently with this problem as did the men who repaired the
line. I would like to also commend Mandy as a personal asset to your company and
if more people (especially in customer service) treated clients respectfully
and politely, as Mandy did them I am certain we would all be a lot
happier. So, my thanks to your company and Mandy. I trust you will pass my thanks
on to her.
Mrs C E
Equipment Hire, Stroud, Gloucestershire
We would like to take this opportunity to thank you for your support
and look forward to continuing to do business with you in the future.
Mr RB
Agricultural Engineers, March, Cambridge
I am writing a big thank you to 'Rebecca' in Customer Services for all her help
and persistence in getting my phone line sorted out.
Mr MD
Garden Services, Tadcaster, North Yorkshire
My supplier, Unicom were at all times extremely helpful and during the time I had
no supply, they kept me informed on a daily basis, both at my home address and by
mobile, of what progress was being made. I have no complaint about this aspect of
the issue and was more grateful for their updates. Excellent Response.
Mr CP
Theatre, Holt, Norfolk
Yesterday I experienced a problem on my phone line and today the BT engineer has
been and rectified the fault.
I would just like to say the service was good and moreover it is a pleasure
to phone you and to be dealt with promptly and professionally and
not be in a queue, pressing buttons and then getting an operator from perhaps India
which is often very difficult to hear.
Thank you.
Mrs JB
Retailer, Sunderland, Tyne and Wear
We hope our business relationship with you continues to flourish
and as many of you are regarded by us as good friends, as always
you are welcome to visit us in our new surroundings.
Mr D A
Clothing Company, West Yorkshire
Website is great! Thank you very much for your design, let us hope
it now does the trick.
All good wishes
Mr DJ
Cleaning Services, Blyth, Northumberland
We thank you for the service you have provided us in recent years. Mr T K, Retailer
We write to thank your Company for your services over the past three years and to
particularly thank Ben Mallia of your Retentions Department who has shown us
excellent service and courtesy in his dealings with us.
It was a pleasure to deal with Mr. Mallia and we have no hesitation on passing on
the name of your Company and the services you provide, to our business friends.
Mr VB
Leisure, Milngavie, Glasgow
We appreciate your assistance in this matter and thank you for the past benefits
of your high quality, discounted services.
Mr MB
Manufacturer, Preston, Lancashire
Given the communication problems that we have had with other utility providers,
your customer service is nothing short of impressive. Thus, we would very much
like to continue our contract for another three years.
Ms SW
Retail, Marlow, Buckinghamshire
Thank you very much for the amendments to the website. The whole web site looks
very impressive.
Once again, thank you for your time and effort.
I would like to thank you for the services that you have provided
my organisation over the past years, we have found your staff helpful and efficient
in dealing with our enquiries and the service impeccable. I would also like to thank
you for the discounts enjoyed as a Unicom customer.
Dr CL
Food Services, Cranfield, Bedfordshire
May I thank you for your support in the past and sincerely hope
to continue working with you in the years to come. May I wish you a very Happy Christmas
and a prosperous New Year.
Mr PM
Retail, Harleston, Norfolk
I have enjoyed being with Unicom and wish Unicom every success.
Mr R G
Food Services, Tealby, Market Rasen
We have been very pleased with your service for more than two years
now. Mr MP, Sports Club, Ipswich, Suffolk
“I wanted to write you a note to say “thankyou” for assisting me to resolve the
broadband issue that I had with Unicom last month.
I was happy with the eventual outcome and it demonstrates that not all big corporations
deal with situations like that with a “heavy hand” approach.”
Mr C D
Motor Trade, Cleethorpe, North East Lincolnshire
In the short time we have been dealing with you, we would like to thank you for
your courtesy and attention, and feel you have a very professional
team of people working at Unicom.
We look forward to dealing with you in the future.
Mr P M
Retailer, South Reddish, Stockport
Thanking you for your efficient help and service you have provided
and I will be seeking your services should I come back to the UK in the future.
Mr M L
Kitchen Manufacturer, Cornwall
Just a quick note to express my thanks to all who fast tracked the activation of
our Broadband service here in Norwich.
I am writing to express my thanks at the professionalism displayed
by all members of staff.
Mr G O
IT, Retail
I would like to draw your attention to the below. Mark has been exceptionally
helpful to me, that helpful that I wanted to alert you and further
show my thanks. The below email is the final correspondence after
a few phone calls and emails, Mark was very quick in response to
all our interactions and always very friendly and helpful, going
'the extra mile' for me. He is a credit to your company.
Mr AH
Birmingham
I would like to express my appreciation for the service you've
provided me these last few years.
Mr R D
Retired Computer Consultant, Oxford
I have to say that I have been impressed with your switchboard operators
when I have called. They have been courteous and on occasions have rung me back
at home to keep me up to date.
Mr A J
Church Administrator, Liverpool
Thank you for your prompt and efficient handling of the situation
Mr KA, Retailer, Ipswich, Suffolk
I am writing to commend the help and support of your colleague Tony Feay. During
a recent major support issue with our telephone service, Tony provided us with
truly excellent customer service. Tony had kept us informed at every
stage and we are very grateful for this level of support from your company. We would
very much like to send Tony a token of our appreciation.
Mr S R
Systems Director, Vale of Glamorgan
I would like to take this opportunity to thank you for the service
that you have provided us with over the last four years.
Mr R O'H
Publican, London
I would like to take this opportunity to thank you for your high level of service
over the last few years. Thank you also for supporting the company.
Ms MM
Distribution Company, Altrincham, Cheshire
I wanted to contact you, to inform you how impressed I have been with the service
I received from Unicom when reporting a fault on my telephone line. I contacted
the office and spoke to Justin. Justin remained courteous and supportive
and put in place procedures to help my business. The way that my fault has been
rectified has instilled a great confidence within me and confirmation that I was
correct in switching to Unicom.
Ms L H
Operations Manager, Blackpool
I would like to say how impressed I am with your service, especially with help and
advice. Thank you!
Mr G J
Restoration, Broadway, Worcs
I recently purchased a netgear router and was having problems connecting the PC
and laptop. I spoke to Andy and he was brilliant. He got me all
set up and was extremely patient. It was after 6pm and he was still
happy to help.
Many thanks for all your help.
Mrs C S
Agricultural services, Whitgreave, Stafford
I appreciate and respect quality employees... Unicom's Robert Jones was efficient,
polite, unhurried and readily responded to any doubt I raised appertaining
to your service. You are fortunate to have engaged a man of his personality and
attitude.
Mr BG
Retailer, Leigh-on-Sea, Essex
I am very impressed with your customer care, and with Nadine Adair
in particular... I shall certainly recommend to the Council members that they should
do business with Unicom in the future.
Mrs JJ
Council Member, St. Ives, Cornwall
...therefore it is of great sadness ...we shall now at last depart company.
Thank you for the service that you have provided us for the past three
years. We wish you all the very best for the future.
Mr SJH
Building Supplies, Tunstall, Staffs
I would like to take this opportunity to thank you for the valued help and services
your company has given us... With all my best wishes for your organisation's continuing
success.
Mr RB
Headmaster, Windsor, Berks
I would like to take this opportunity to thank you and your colleagues for the
fantastic service you have provided our company.
Even though we made a few alterations along the way, Andy was very patient, and
willing to advise and assist us. We are really pleased with the
outcome and would recommend your services to others.
Miss KP
Building Services, Nelson, Lancs
Your past and present business with the Club is greatly appreciated
and we wish to continue doing business with you.
Mr FG
Social Club, Wallasey, Merseyside
I would like to thank you for your return call and the support you have given me
over the last few years.
Mr DH
Restaurant, Chapel-St-Leonards, Skegness
I would like to thank Robert and Unicom for your co-operation in regard to this
matter... It has been a pleasure to deal with Unicom during the
term of our agreement. When we next move offices you can be assured that we will
contact Unicom in regard to the telephone services.
Mr PW
Cabling Specialists, Basildon, Essex
Once more many thanks for your help.
Mrs R P
Engineers, Abermule, Powys
I would like to take this opportunity to thank you for your service
rendered to me over the years.
Mrs C Lutton
Health & Beauty, Lurgan, Co. Armagh
Thank you for your assistance with this update and for your ongoing
support for our organization.
Mr R M
Charity, Glasgow, Lanarkshire
I would like to thank you for a most commendable service you have
provided.
Mrs M G
Public House, Evesham, Worcestershire
Great Service...Thank you
Just a quick email to say what a excellent job Emily on broadband
did in sorting my new connection out. Was not Unicom’s or my fault... she kept me
informed, polite and got the work done. Excellent service on her
part... many thanks Emily.
Mr M M
Health & Fitness, Eastfield, Scarborough
I will be happy to recommend your services.
Mr M W
Public House, Haverfordwest, Dyfed
I wish to take this opportunity to thank you for all the good service and support
you have given our company over the last few years, and if the opportunity arises,
doing business with you in the future.
Mr S D
Enviromental Supplies, Exeter, Devon
I am perfectly satisfied with our service from Unicom and look forward to continuing
this arrangement.
Mrs S B
Equipment Hire, Newport, Gwent
The service from Unicom has been impeccable and reasonably priced and I hope I can
find a similar provider in Australia
Mr JS
Retail, Bath, Avon
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