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Communicating with Communications Companies is Absurd
It's no secret that some of the largest companies in the communications industry don't really communicate very well with their customers. Here are a couple of examples that fall under the heading of "You can't make this stuff up":
And then there's this chat conversation with a different company, which has been edited for brevity:
How many rules of customer service did these two examples break? Let's see, there's:
While I have to admit that I did laugh when the agent thought the customer's name was Absurd, the rest is a sad commentary. These companies are known as "service providers." They are setting the bar in our industry for billing practices, customer service, and so much more. As they lower the bar, competitors follow them down, cutting costs and service levels themselves.
Our customers deserve better. These companies offer technology and advice to organizations but neglect to properly implement and manage their own customer service operations. Mindless adherence to metrics and failure to listen are driving customers away. These "too big to fail" companies are becoming irrelevant as customers find other options. Maybe it's time to remember that communication is critical, even to communications companies.
"SCTC Perspectives" is written by members of the Society of Communications Technology Consultants, an international organization of independent information and communication technology professionals serving clients in all business sectors and government worldwide.
See Melilssa Swartz speak at Enterprise Connect 2016, taking place March 7 - 10 at the Gaylord Palms in Orlando, Fla. She'll be moderating the session, "Top 4 Pitfalls to Avoid When Implementing SIP Trunking." View the SIP/SIP Trunking track sessions; register now using the code NJPOST to receive $200 off the current conference price.