Google announces Fiber Academy coming to Atlanta to train installers, customer service reps

Google today has announced that it is launching a brand new training facility for Google Fiber in Atlanta, Georgia. In a blog post on the official Fiber blog, Google announced that it is introducing the Google Fiber Academy in Atlanta…

The Fiber Academy will allow for Fiber vendors to send in-home installers from around the country to Atlanta to take courses on topics such as how to provide quality customer service, the best techniques for installing Fiber, and how to best demonstrate Fiber to potential customers.

Google also notes that its customer service strategy for Fiber is to simply “treat people with respect.” Google says that installers working with Google Fiber show up on time for appointments 96 percent of the time.

Google Fiber’s customer service is based on one simple principle—treat people with respect. That means showing up on time for appointments, which installers working with Google Fiber do 96% of the time. It means taking care of people’s homes, like planting new grass seed after digging, when needed. And it means never treating people like a number. Take, for example, the contractor who found a customer’s lost puppies and watched them until the owner returned.

Google goes on to note that the average wait time for customers trying to speak to a representative is just 33 seconds, while people who visit a Fiber service center wait in line for less than 60 seconds before being helped. Google says that the Fiber Academy will only help these statistics get even better.