Escalations

Telecommunications is a complex and demanding business.  To promise or expect perfection is simply not realistic.  However, a provider's worth is proven when issues occur.

True to our devotion to exceptional account management, we have a four-tier escalation process that gives customers direct access to senior-level personnel.  Like any telecom company, NHC customers initiate the dialogue with a Trouble Ticket.  But that's where the similarities end.

Everyone on our team is highly trained, experienced, and committed to our vision and standards of service.  Still, of the four-tier structure, all but the first level engages someone with at least Vice Presidential authority.  If the nature of a problem prevents our Repair Coordinator from answering every question or resolving the matter, VP of Operations Paul Wieners promptly steps in.  Should Paul's quarter-century of industry know-how and connections require additional back-up, Glen Nelson, VP of Business Development is brought in.  At that point, Steve Gibbs, NHC's President and COO is almost always aware of the extenuating circumstances, and he then gets involved as warranted by the severity and duration of a customer's extenuating circumstances.

Of course, an escalation list is only helpful if the customer can reach the necessary parties that are designated as resolution catalysts.  So, we're proud to provide email addresses as well as direct office and cell phone numbers for these executives.

How many telecom companies (or any type of business for that matter) do that today?