Customer Service From Telecommunications Companies
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Customer service should be a key department. It’s where potential customers, or prospects, may get their first impression of the company. It’s also where existing customers may confirm that they have bought from the right company or may get disillusioned. Surprisingly it’s often at the bottom of the totem pole.
You would think that companies in telecommunications should be the best examples of how to do it well. Tom Fishburne was so affected by his experience that he drew a cartoon about it. Yes, customer service can be a joke.
On the other hand, Shep Hyken, an expert in customer service, finds one of his clients is doing customer service as it should be done.
I had the wonderful opportunity to work with Verizon Wireless and their call centers. Their goal is to answer the phone within a surprisingly short period of time, and they usually do. That strategy, along with a focus on “one call resolution” helps create loyal customers. Why? Because, they create a pleasant experience, which creates confidence, and ultimately can lead to customer loyalty.
How can customer service from telecommunications companies so often be so bad? As Kim Stevenson recounts:
The American Customer Satisfaction Index numbers for 1Q07 were released May 15th. The punch line for telecommunications companies is: cable and satellite TV customer satisfaction remains low. Wireless carriers are improving and at an all time high but remain one of the lowest scoring industries.
Related: Your Call Is Important To Us - Roberto Rocha
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July 4th, 2007 at 2:20 am
You are so right when it comes to customer service.
I think the new fad is to call receptionists and customer service representatives “Directors of First Impressions”
Question for you:
Do you think that customer service and technical service can be put on autopilot? I know there’s something to be said about human warmth and contact but check out this program called SuFaq http://www.SuFaq.com and tell me what you think
July 4th, 2007 at 6:05 am
Thanks for stopping by, James. I don’t think customers will accept a minimalist approach. I believe the competitor who offers the best customer service will beat the pants off the competition.
August 14th, 2007 at 3:01 pm
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August 21st, 2007 at 7:11 pm
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December 17th, 2008 at 12:39 pm
This is too true about many companies.
I think the main reason so many organizations don’t put a huge amount of emphasis on customer service is because it doesn’t make any direct money. Many are too pre-occupied with taking the sale and have scripts built to help with this, but whenever I call a company and have a problem 9 times out of 10 the person on the other end of the line either doesn’t care or isn’t trained and it’s soo frustrating.