Angie Manley Retention Specialist in Omaha, Nebraska

With more than 20 years of service with Cox Communications, Angie Manley, Retention Specialist in Omaha, Nebraska, has a strong commitment to securing and keeping long-term satisfied customers.

“When a customer calls Angie with a problem they’ve been trying to resolve, her first inclination is to put herself in their shoes,” says Chris Jones, Sales Retention Supervisor for Cox Omaha. Cox’s Retention Services team strives to not only remedy customer issues – big or small – but also strives to offer values and benefits to customers through extraordinary customer service.

Jones says Manley goes out of her way to relate to her customers’ needs by giving them straightforward service. “I get on the customers’ level, because it helps me compare their situation to something I’ve been through, which they appreciate,” says Manley. “But, I also remind customers that Cox is the best company to do business with.”

To wit, a recent, typical sales and retention call turned into anything but. Manley received a call from a customer on a fixed income, interested in disconnecting his phone service due to a tight budget. “When he explained that he was elderly and that his only form of entertainment was reading the newspaper and smoking cigarettes, I became more concerned with his health and really wanted to help him,” says Manley.

As a former smoker, she seized the opportunity to discuss her own struggles with smoking, and ultimately offered him tips on how he could kick the bad habit. “He also quickly realized that the money he’d save by cutting out cigarettes would be far more than he’d need for a monthly subscription to Cox Digital Cable, which he told Manley he really wanted and would enjoy,” says Jones. “Angie signed him up and convinced him to quit his smoking habit.”

“It’s not unique for Angie to take an interest in her customers; she does it all the time,” says Jones. In fact, Jones says, Manley’s consistent treatment of customers makes them call back and ask for her by name.

When it comes to caring for and fighting for customers, Manley is committed to being a friend and reinforcing Cox as the most trusted provider.

“Angie makes customers feel comfortable; she is great at dealing with their issues; and she asks thorough questions to get to the root of their problems,” says Jones. “If that’s not being a friend to your customers, I don’t know what is.”