Re: Not for long - dslreports.com

Splitpair
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join:2000-07-29
Cow Towne

·T-Mobile US

reply to cdru
Re: Not for long

said by cdru

:

At what point does "just a few minutes" become "too long of a period of time"?

The second the hand ticks outside the promised appointment window.

They are a business and they made a commitment to arrive within a window of time agreed to by both parties. If they see they are going to fail to make the window they have an obligation to notify the customer in a timely manner and make new arrangements and if necessary kick the customer back to sales as a save and let installation take a ding for the resulting discounts incurred or the loss of new subscriber.

An installation appointment is a commitment and usually the first commitment a company makes with a new customer failing that first commitment is no way to do business.

Not having been in the cable business I cannot understand why it has become a truism that the cable guy is always late but it would seem looking at it from my side of the house they cannot get a handle on how to balance load vs. force. We do it with both maintenance and installation under one roof. IMO in the cable world it would be even easier as most times they subcontract out installation and do maintenance in house sparing the install side from the after the thunderstorm etc. maintenance load.

Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician.

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· 2007-05-10 18:19:07 ·


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