 KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK
 ·AT&T DSL Service
| reply to fAcEtIOUs
Re: Have to dump redundant Bell South IS & Marketing types Unfortunately these companies often see technical support and customer service as a place to cut expenses. They have these efficiency studies that say they can reduce the number of employees who deal with the customer 1/3rd and still have the same level of service.
Wrong. Cuts in customer service, while profitable short-term, can really come back to burn you long term as you alienate your customers and repeatedly irritate them.
Course management types never see it this way. It's always the employees failing to execute their brilliant management plan... of course.
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) |
