Study discovers why cell and cable companies have lousy customer service
Posted by: in General NewsHere’s the shocking first sentence of a press release from a research company called The Yankee Group (italics mine):
A new global study of service providers in the wireless, wireline cable and satellite markets found that although service providers are transforming their business and operations support systems (BSS/OSS) to address the obstacles they believe are preventing them from delivering a differentiated customer experience, nearly 50 percent do not have a clear definition of what the customer experience should be.
The study’s authors conclude that businesses think they can boost profits by improving the customer experience but have yet to devise effective improvement strategies.
I’m not so sure.
Frankly, I don’t much consider customer service when I choose a TV or cellular service provider. In the case of the TV service, I think about channel selection and price. As for cell companies I consider three things: price, handsets, and coverage.
True, it’s annoying to deal with customer service agents who hardly speak English, but unless things are going very wrong, you don’t spend too much time on the phone with your cell or cable company.
I’m certainly not going to pay 5 percent more just to insure prompt service the one time a year I need customer service.
If tech service companies want to spend money improving something, they should improve their networks rather than spending a fortune on great customer service.
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