A little note on ‘quality’ — since the boss is currently writing in his blog about it….
There just isn’t any quality customer service anymore!
In the last couple of weeks I have had to contact two of the communications monopolies about a variety of issues. Neither occasion was for my own services or accounts, but that isn’t particularly relevant.
We will call the communication giants ‘A’ and ‘C’.
Note: Those are not the ‘grades’ I am awarding them, in that area they both get a great big red F! But I digress…
A’s idea of customer service includes eight minutes of punching various numbers to finally speak to an actual living person, though usually one of low intelligence, lack of authority and limited social skills. If you are lucky however, the 50+ minutes you spend on the phone with them will result in achieving that which you called for. In my case it was to cancel a portion of the services ‘A’ provided; and it took fifty plus minutes and three of A’s highest caliber employees to get it done. Did I mention it takes less than 3 minutes total to pay your bill via this same method?
‘C’ is worse! C boasts of things like ‘high-speed’ and ‘on-demand’… please! It certainly isn’t high-speed customer service… or on demand attention to a customer’s dissatisfaction. No… C has taken up not less than eight plus hours of my time at present, and the matter remains unresolved. If they put just a quarter of the energy, resources, time or creativity into their customer service solutions that they have applied to their (totally cool) commercials… I dare say they would be comcastic.. I mean fantastic! As it stands that just isn’t the case!
So… What does quality mean? I don’t know! But I know this — Neither does A or C
