http://www.mobileforesight.com/2010/02/bad-customer-support/ Jonas Lind’s blog about innovations, business models, trends, and other things that propel the telecom/media sector forward Mon, 05 Dec 2011 06:19:03 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.mobileforesight.com/2010/02/bad-customer-support/comment-page-1/#comment-2380 Alvin Mon, 01 Mar 2010 22:34:09 +0000 http://www.mobileforesight.com/?p=1217#comment-2380 Of course, you failed to mention the commonly overlooked but irrefutably the most important factor, namely the fact that companies outsource their customer services, thereby creating a huge conflict of interest. Of course, you failed to mention the commonly overlooked but irrefutably the most important factor, namely the fact that companies outsource their customer services, thereby creating a huge conflict of interest.

]]> http://www.mobileforesight.com/2010/02/bad-customer-support/comment-page-1/#comment-2324 Repentant Fri, 26 Feb 2010 18:49:02 +0000 http://www.mobileforesight.com/?p=1217#comment-2324 The root cause of the problem is of course the fact that any carrier's principal goal is to maximize profit at any cost. This is done at the expense of providing quality service to the customers. Moreover, the customer representatives themselves are seldom the problem. When you are working under severe pressure and a call has to end in say 5 minutes how can you expect that the customer representative will be able to provide quality service? There has to be a paradigm shift in the industry as a whole. Unless the companies realize that offering quality service is of sole importance and gives its representatives unlimited time at their disposal to look into a case, this will always pose a serious problem. This is merely a utopia, no company in the world will ever do this, the costs are tremendous. The root cause of the problem is of course the fact that any carrier’s principal goal is to maximize profit at any cost. This is done at the expense of providing quality service to the customers. Moreover, the customer representatives themselves are seldom the problem. When you are working under severe pressure and a call has to end in say 5 minutes how can you expect that the customer representative will be able to provide quality service? There has to be a paradigm shift in the industry as a whole. Unless the companies realize that offering quality service is of sole importance and gives its representatives unlimited time at their disposal to look into a case, this will always pose a serious problem. This is merely a utopia, no company in the world will ever do this, the costs are tremendous.

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