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freehe
freehe
3/31/2016 8:15:16 PM
User Rank
Platinum
Re: changes in the Air
This article made excellent points. So many companies avoid fixing all customers problems and focus on major problems and problems VIP customers experience. Every customer is important and every problem should be fixed. If not, companies make it that much eaiser for customers to switch to another company.

"The problem for operators is that while they may have visibility across the whole network, they could lack a detailed view of individual subscribers who may be experiencing network and service performance problems. This is common in today's networks, as increasing network complexity has masked individual subscriber problems from the view of mobile operators."

 

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dlr5288
dlr5288
3/31/2016 3:00:31 PM
User Rank
Platinum
Re: changes in the Air
Very good points!

I have had problems with my cell phone and tv providers about different problems I was having. I have Verizon and Comcast and with Comcast they were so much more helpful and reliable. With Verizon it took me forever to get a hold of someone because I kept being sent to another worker. It also took me forever to get something taken off of my bill. It was a headache for sure.

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elizabethv
elizabethv
3/31/2016 6:02:35 AM
User Rank
Platinum
Re: changes in the Air
All complaints need to be handled appropriately by companies, lest they risk a backlash. Even if they believe the backlash might just be negligible, being wrong could still have potentially devastating, unintended consequences. I recently posted a problem/complaint with my security company on their Facebook page. Rather than trying to help me, they just deleted the post entirely and ignored me. This resulted in my complaining further, and in the end they gave me a free service call (normally $80) and a new alarm sensor. Companies know that a dissatisfied cusomer will tell 10 people about their experience. With those kinds of odds, there is no good time to take a lackadaisical approach to customer service.

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Ariella
Ariella
3/19/2016 9:01:47 PM
User Rank
Author
Re: changes in the Air
@faryl I hear you! I had major frustration with one of my web hosting companies once. It got so bad that I switched to another even though I still had months left on my contract.

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faryl
faryl
3/19/2016 1:17:38 AM
User Rank
Platinum
Re: changes in the Air
@Ariella At least the phone rep was able to grasp what you were getting at!


I hate when service reps don't give me credit for having a brain...if I'm calling, it's a last resort because I've tried all the other options.  (The cable companies and internet service providers are the worst with this - of course I tried powering everything down and resetting everything!)

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Ariella
Ariella
3/18/2016 9:33:44 AM
User Rank
Author
Re: changes in the Air
@faryl exactly! The Staples social media person didn't really do anything other than cut and paste some standard script about their rewards program that didn't at all address the problem that their system had failed to ever issue the rewards. The phone rep eventually understood that and issued replacements, but it took quite a while to just make her understand that I was not an idiot who just doesn't get it.

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faryl
faryl
3/18/2016 12:16:48 AM
User Rank
Platinum
Re: changes in the Air
@ariella So frustrating when it's impossible to connect with a company to get assistance! I especially hate when the website tells you to call for further assistance, and then the phone number just connects you to a recording that tells to go to the website.

Responding to negative comments can really work in a company's favor when done right. I often check user forums before purchasing software or electronics to see how responsive the company is. If they acknowledge the issue and seem to show a genuine interest in working with the customer to resolve it, that makes me feel more comfortable becoming a customer.

But so often it seems like companies are more either boilerplate and trying to placate rather than resolve, or they are defensive and try to discredit or diminish the customer's complaints. (The latter is more common on Yelp with smaller businesses, I think)

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DHagar
DHagar
3/15/2016 1:00:08 PM
User Rank
Platinum
Re: changes in the Air
@Affandy, great perspective on how to win in today's markets.  The old model of develop a capability and "push" services and sell capability to the customer has been replaced by providing services of value to the customer one customer at a time. 

As you point out, each customer experience is 100% of their view of that service, not .05%.  The successful companies, like Apple, actually select the goods/services they are going to provide and zero in on building the best experience possible.  A good model to follow.  Customers will distinguish who can deliver versus those who talk about it.

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Ariella
Ariella
3/15/2016 10:34:06 AM
User Rank
Author
Re: changes in the Air
@Affandy I couldn't agree more. After writing my own comment here I ran into the exact type of thing I described with respect to my dealing with a problem with Staples. I called customer service and was told it was my own error. I asked for a supervisor. I was on hold a long time and did not get a supervisor but the same rep who finally admitted that it was their error. But she didn't even apologize for the inconvenience or her condescension. 

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Affandy Johan
Affandy Johan
3/15/2016 10:29:45 AM
User Rank
Steel
Re: changes in the Air
This is a very interesting point. For many service providers, customer service assurance is reactive. Given that the quality of service is directly impacting customer churn and also promotes negative comments, being able to resolve issues is a core activity of any service provider. While resolving issues is good, being able to resolve then before the customer complains should be the ultimate objective of these service providers. 

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