For Visionstream New Zealand Tech Ranjeet Prasad, connecting new customers to UFB is not just about ensuring the fibre is connected in the most effective way, but also about taking the end user along for the journey.
“We like to make sure that the customer understands the whole installation process and the type of work that we are doing at their property before and during the installation,” Ranjeet said.
“We explain to the customer how the technology works, why fibre is important for faster and more reliable internet and also talk about how it will benefit them once it is installed.”
For a customer that knows what they want and how it will improve their internet experience this might not sound like a particularly important part of a technician’s job - but with around 45% per cent of people still not connected to fibre, it’s technicians like Ranjeet who are helping to bridge this gap.
According to Chorus, the main reasons why copper consumers may not take up fibre include apprehension about the work required for installation, concerns about the need for new IT equipment and lack of understanding of the advantages afforded by fibre.
“We also listen to the customers opinion in terms of how they want the installation to be done,” Ranjeet said.
“If there are changes to be made to the scope due to obstacles or a different path is required, we are able to work through this together to get it done.”
Chorus Network Connect Manager Destiny Lynch recently observed Ranjeet in action during an installation as part of the 100% fibre trial.
“From a customer who was not interested at all in fibre, Ranjeet took him on a new journey. Explained everything he was doing and why he needed to do it,” she said.
“The work completed was great, the customers were excited, and it really closed off a great end to end experience.”
For Ranjeet a happy customer is the best part of his job.
“I feel happy and know that the work I have done at a customer’s property is of good quality and they are happy with the whole process,” he said.
“It’s the best part of the job.”