A recent article in the Toronto Star highlights a case where a VP of Customer Service at Bell Canada would not ever talk to a customer! How could this be? Having been a Customer Satisfaction executive at IBM for many years, I find it appalling that an executive can be so removed from their client base as to have a policy of ‘not talking to customers’. The author of the article, Ellen Roseman,  a journalist and consumer advocate at the Toronto Star, comments that ‘”it’s a rare day when she doesn’t receive complaints” about Bell Canada.  It’s no wonder.

It appears the phone and mobile phone companies are targets of many consumer complaints. Could it be the industry or is the an attitude of indifference to the dissatisfaction of consumers that is the cause here. In Canada, the telephone industry is regulated and in some places there is only one provider available. When there is insufficient competition, the monopolistic attitude prevails and customer service executives don’t ever have to talk to a customer!

But when competition becomes available, these customers will remember and switch at the first available opportunity.  And most people realize that technology is changing and while an organization might not appear not to have competition NOW, a technology development may emerge and take away that monopolistic advantage and the pent up customer dissatisfaction will manifest itself.

You can read the full article at http://www.thestar.com/comment/article/711706

What’s your view?

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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