The advent of the Internet and social media has opened a plethora of communication channels, giving everyone with access to a connected device the ability to broadcast their message, experience, or story. Because of this, many companies across the nation have had to reevaluate their customer service strategies to remain competitive.
At ENA, delivering exceptional, bend-over-backwards customer support has been ingrained in our company culture since we were founded in 1996. All of us at ENA recognize that we are privileged to serve the nation’s K–12 schools, libraries, and higher education institutions, and it is not an honor we take for granted. Every single ENA employee is committed to helping the communities we serve achieve their goals and produce successful outcomes. To ensure that excellent customer service always remains an integral component of our company culture, our internal Customer Experience Leadership Team, made up of a group of volunteer employees committed to upholding and promoting ENA’s customer service core values, asked all ENA employees to describe what excellent customer service looked like to them. The team created the following ENA Code of Service Excellence based on their responses:
- Be accountable
- Be empathetic
- Be innovative
- Be responsive
- Be brave
- Be honest
- Be knowledgeable
- Be team-centric
Whether its battling sub-zero temperatures, driving five hours through torrential rain to be on-site during an installation, or spending countless evenings and weekends helping customers troubleshoot technical issues, we work side-by-side with our customers to ensure their needs are being met and everything is working to their satisfaction.
Failure is not an option for the education and library communities we serve. At ENA, we appreciate how pivotal these anchor institutions are to our nation’s students and citizenry, and we are committed to providing them with the dedicated support, solutions, and connectivity they require to be successful.