& cplSiteName &
Comments
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Page 1 / 2   >   >>
sam masud
50%
50%
sam masud,
User Rank: Light Sabre
8/26/2013 | 10:52:03 AM
Unnecessary poll
Doesn't take a poll to know that cable customer service sucks--because anybody who has cable already knows that.
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
8/23/2013 | 4:41:24 PM
Odd choice?
In its ongoing battle with CBS in the New York area, Time Warner Cable is now offering its subscribers a limited number of free over-the-air antennas. There are lots of caveats to this -- need for a digital box to accept the signal being one -- but isn't this a bit of a reverse Trojan horse move?
Phil_Britt
50%
50%
Phil_Britt,
User Rank: Light Sabre
8/22/2013 | 11:20:45 PM
Cable Customer Service
Lack of service is something that cable customers have almost come to expect. I just had a digital box replaced, but the technician didn't check quality of signal. No it's another week until the device (TV tuner in desktop) has service.

When I had changed to a competing provider a few years ago, service was worse. Provider didn't care where you wanted cable to enter home, the technician was going to bring it in at closest point, even though running a little extra cable to bring it in at another point would be more aesthetically pleasing. There were other issues as well, hence the switch back.

Others have similar issues. Reminds me of the Lily Tomlin skit from the pre-AT&T breakup days: "Lost service, we don't care. We don't have to. We're the phone company."

Cable is feeling that way today, but the lack of service, combined with loss of programming in battles between cable providers and broadcasters, like the current Time Warner Cable-CBS dispute will likely push more and more consumers to "cut the cord."

 
kc1sp
50%
50%
kc1sp,
User Rank: Light Beer
8/22/2013 | 1:25:03 PM
Re: Consumer Service Reboot Required
One of my pet peeves is when I call about a problem I get an "up sale" on a program or additional service. I want my problem fixed before I even consider buying anything else.
albreznick
100%
0%
albreznick,
User Rank: Blogger
8/22/2013 | 12:22:08 PM
Re: Consumer Service Reboot Required
True. And customer service also won't get any better till cable and telco execs start thinking like their own customers and see what it's like to be on the other end of the phone. Just like doctors need to learn things from a patient's perspective. So simple to see, yet so hard to do.
TeleWRTRLiz
50%
50%
TeleWRTRLiz,
User Rank: Lightning
8/22/2013 | 12:11:57 PM
Re: Consumer Service Reboot Required
Changes won't happen until service providers (and most companies, actually) start thinking about CEM as the customer's experience over a period of time with multiple engagements rather than just one phone call.
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
8/22/2013 | 12:03:22 PM
Re: Consumer Service Reboot Required
Companies that default to processes (IVR, big data, inward-focused metrics) rather than acting first to solve problems will not win any customer satisfaction contests. An obvious statement, but one that is ignored by most big businesses (not just telecom).
Sarah Thomas
50%
50%
Sarah Thomas,
User Rank: Blogger
8/22/2013 | 11:40:59 AM
Re: Consumer Service Reboot Required
Carol, my thoughts exactly. Plus, the reps always make you repeat everything you just entered in the automatic system. It's counterproductive. I'm always amazed when my TV service provider doesn't know they are also my wireless provider. A good place to start would be to get the full picture. It'd help with customer service, but also marketing and upsell opportunities. It's a win-win for them.
Sarah Thomas
50%
50%
Sarah Thomas,
User Rank: Blogger
8/22/2013 | 11:38:16 AM
Re: Oh, the Humanity
Agreed that selling a service is much different than a product. You're probably already disgruntled when you call in to your cable company's contact center because something isn't working. Then, it's not the people are rude or bad at their jobs, they just don't have any visibility into your entire customer profile or power to change much. They stick to the script, and that's frustrating. 

Re Trader Joes, sometimes they are too friendly. It's none of your business what my plans are for the three bottles of wine and gummy bears!! Customer service should be friendly, but not your friend...
Carol Wilson
50%
50%
Carol Wilson,
User Rank: Blogger
8/22/2013 | 11:10:30 AM
Consumer Service Reboot Required
I'd agree with Mendyk that interactive voice response systems are consumers' primary complaint with cable, and the fact they are designed to prevent most callers from ever wasting a human being's time. But often once you get a human being, your problems are just beginning. 

Cable CSRs have little visibility beyond the billing records and even less ability to address complex issues. Embracing Big Data is a great idea but unless the front line is empowered to act and do so swiftly and with a smile, it's all going to be a waste of time and money. 
Page 1 / 2   >   >>


Featured Video
Upcoming Live Events
September 17-19, 2019, Dallas, Texas
October 1-2, 2019, New Orleans, Louisiana
October 10, 2019, New York, New York
October 22, 2019, Los Angeles, CA
November 5, 2019, London, England
November 7, 2019, London, UK
November 14, 2019, Maritim Hotel, Berlin
December 3-5, 2019, Vienna, Austria
December 3, 2019, New York, New York
March 16-18, 2020, Embassy Suites, Denver, Colorado
May 18-20, 2020, Irving Convention Center, Dallas, TX
All Upcoming Live Events