 jmn1207Premium
join:2000-07-19
Ashburn, VA | Damage Control It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services.
They would not have to resort to these damage control techniques if they weren't so shortsighted and greedy. And it's not only the company, but also the impatient public with an investment to look after. |
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| said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there.
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 hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | said by fAcEtIOUs:said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there. You can hire 15 billion CS reps but it still doesn't change the fact, nor will it fix the huge internal communications breakdown within these companies.
This, IMO is where a good majority of CS complaints stem from.
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Religion does three things quite effectively: Divides people, Controls people, Deludes people. |
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Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf.
I highly doubt Comcast added 15000 employees to their payroll.
Impressive improvement, really...  |
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DolganPremium
join:2005-10-01
Sun Prairie, WI Reviews:
 ·Charter
1 edit | reply to jmn1207
quote:
Damage Control
It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services.
They would not have to resort to these damage control techniques if they weren't so shortsighted and greedy. And it's not only the company, but also the impatient public with an investment to look after.
These statements hit the nail right on the head. As a Verizon POTS Tech{call center} we deal with this every day. The Executives have decided that instead of fixing the underlying causes of line loss and customer dissatisfaction, they will just offer $25 credits to appease their anger over multiple repair issues, missed repair commitments, and delayed service orders. The Central Region{TX, IL, MI, IN, OH, and WI} has had 2 Tech buyouts in the last 8 weeks in order to reduce staffing/costs--this shows they have no intentions of doing what is necessary to maintain/repair a decaying network. The rural areas are being the hardest hit--pretty sad when there is only 1 tech in an area with 65 cases of trouble to work on. With a 5 job a day load that is 13 days to catch up on the current tickets, and who knows how many more jobs have come in.
The Tech shortage is also reflected when they turn off 4 hr appointment windows and the customer is forced to wait all day for jack repair, only to have it missed{pushed out} due to heavy loads of customers that are out of service. Furthermore, the policy of calling customers to make them aware that we are running behind/will miss their appointment is being ignored due to lack of staff to handle the call loads on inbound calls, let alone make outbound calls. The final truth is that CEO's like Ivan Seidenberg are more concerned about the bonuses that they are making and keeping the stock prices artificially high for institutional investors/day traders--instead of taking care of their bread and butter, the customer.
PS: If you want to get priority service from Verizon just threaten to disconnect, it is the only way you will get the service which we should be delivering all the time. |
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CorydonCultivant son jardinPremium
join:2008-02-18
Denver, CO
1 edit | reply to fAcEtIOUs
said by fAcEtIOUs:said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there. If they really hired 15,000 reps that they have direct control over (i.e. not outsourced) then there will be a payoff in customer service. It won't be immediate (unless you count time spent waiting on hold for someone to talk to) because those new folks need time to get up to speed. Maybe next year's results will be a bit better.
Now for the other stuff they can do to fix things:
1) Give all those new reps a means of directly contacting the guys in the trucks to get real ETAs and find out what's going on on the ground.
2) Give customers an easy way of escaping the automated voice response systems. I don't know of anyone who actually likes these things.
3) Give their reps some ability to handle problems from beginning to end. I think Verizon may be on the right track with assigning one rep to a customer. Yeah, that rep still has the same crappy billing system and escalation paths, but at least you get someone who knows the history on the account and can do follow up when it's warranted.
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My opinions are my own. No-one else would want them! |
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said by walliser:Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf. I highly doubt Comcast added 15000 employees to their payroll. Impressive improvement, really... No they really hired 15,000 reps in last 18 months and it is not some outsourced call center:
»Comcast Ramping Up Customer Retention Offers
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hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | said by fAcEtIOUs:said by walliser:Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf. I highly doubt Comcast added 15000 employees to their payroll. Impressive improvement, really... No they really hired 15,000 reps in last 18 months and it is not some outsourced call center YET fixed!
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Religion does three things quite effectively: Divides people, Controls people, Deludes people. |
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 Morac
join:2001-08-30
Riverside, NJ
kudos:1
·Comcast
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said by fAcEtIOUs:Comcast hired 15,000 customer service reps. They spent some REAL money there. All this does is allow me to reach someone who can't help me, faster. It doesn't actually solve any problems with support. |
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 funchordsHelloPremium,MVM
join:2001-03-11
Yarmouth Port, MA
kudos:5
1 edit | reply to fAcEtIOUs
Upon reflection, I do not wish to post. Take me back! |
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