What started in temporary quarters in 1995 in Ft. Myers, Fla. as a consumer call center has morphed into what has now become our master control operation in a sophisticated facility for providing Sony customers across North, Central and South America with the support they need 24/7. Nowadays, customer inquiries — be they by phone, electronically and, yes, even the mail — are instantly routed to trained agents who can offer an immediate response. They are located literally around the globe in places like Brazil, Canada, the Philippines, Costa Rica, India, and both coasts of the U.S.
Our team approaching 150 people in Ft. Myers with an average of nine years of Sony experience is constantly tracking where the conversations are taking place, how many people are on hold waiting, and if escalations are necessary. The team provides the agents around the world with the vital training they need to represent Sony effectively and satisfy our customers, including our so-called Knowledge Base of information and the Sony eSupport Web Site.
In addition to serving as the nerve center for customer support operations located around the world with its impressive data and voice technology infrastructure (kind of like air traffic control), Ft. Myers is also home to the high-level of support required by our professional business and broadcast industry customers, along with the Sony Listens operation, and the personal support expected by the company’s exclusive group of "Cierge" consumers and those who may be proud owners of the exquisite QUALIA line of Sony products no longer in production.
I had the opportunity to speak with several members of the elite team who help make customer satisfaction priority No. 1 at Sony. Please take a look at the videos we’ve posted from our visit, and if you have any interactions with our customer service folks that you’d like to share here on the blog I invite you to pass them along.
Watch videos from the Sony Behind-the-Scenes Tour.
Sony Help or Support For questions or comments related to support, please click here.