TK Junk Mail
Go ahead, make my day
Premium
join:2002-03-03
Margate City, NJ
clubs:
 ·Comcast
|  Customer Service is low priority in low cost world
Customer Service used to be a big selling point for companies in the past. But the shown proclivities of customers to always go for the lowest price regardless of customer service levels have resulted in almost all companies cutting their service departments to the bone in order to keep prices low.
Customers have brought this on themselves, with so few willing to pay extra for good service. And in the case of the Verizon Fios rollout, they just can't get enough trained people to handle the speed at which this rollout is occurring.
It is unfortunate that that is the way things are today, but the world economy has made this situation standard business practice.
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forgetomention
| Verizon has NOT cut prices on ANY fios relates services yet,
also keep in mind, the lead-time on when they actually build out a town, or local municipality to throwing the proverbial 'switch' on that community can be anywhere from 6-8 weeks depending on rigorous stress testing and final interconnects that need to be operational in the switching center(s) so dont' go by any other interpetation of what it means for final 'outside fibers' being laid to acutally getting the service the next week or two after, it plain 'aint' gonna happen.
As with customer service issues, yes, they've been playing with the availability of c/s reps, lately, one day I call in and was incorrectly routed to a c/s line that closes after 6pm, as opposed to the 24/7 line, (a mistake?) when there was a rare issue with speed and web portal access.
Just hope this doesn't make them complacent while they give every little inch of time waiting for cablecos to catch up and (in some cases) surpass them on speed and/or services.
Hope it doesn't take customer churn on the fios network amd smudging the red ink in the verizon logo to wake up and see the light.
Don't forget, a balanced diet is not fiber alone, but protein (internet content), vitamins (software), minerals (VOIP), and small amounts of fat (cable tv channels) |
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a
@qwest.net
| reply to TK Junk Mail
Customer Service is low priority in low cost world. Customer Service used to be a big selling point for companies in the past. But the shown proclivities of customers to always go for the lowest price regardless of customer service levels have resulted in almost all companies cutting their service departments to the bone in order to keep prices low. Customers have brought this on themselves, with so few willing to pay extra for good service. And in the case of the Verizon Fios rollout, they just can't get enough trained people to handle the speed at which this rollout is occurring. It is unfortunate that that is the way things are today, but the world economy has made this situation standard business practice.
you catch on quick don't ya... |
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oliphant
I Have 8 Boobies
Premium
join:2004-11-26
Corona, CA | reply to forgetomention
I thought in a few select east coast markets they cut the price of the 30Mb service.
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The Way Out
join:2003-01-20 | reply to forgetomention
Re: Customer Service is low priority in low cost w
The current price is *already* cut. Bandwidth at $10/Mbit (assuming you're buying Cogent) should run you $150/month plus transport. Anything less than $50/mo is already a great deal. |
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nasadude
join:2001-10-05
Rockville, MD
·Comcast
| reply to TK Junk Mail
" ...have resulted in almost all companies cutting their service departments to the bone in order to keep prices low."
Which companies? All one of them that I can get broadband service from? Or if you're lucky, all two of them that provide service.
Customer service gets the short end of the stick, because there is no competition. When your customers have no place else to get service, companies don't have to focus on things like customer service.
We need COMPETITION! Competition brings lower prices AND better customer service. |
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TK Junk Mail
Go ahead, make my day
Premium
join:2002-03-03
Margate City, NJ
clubs:
·Comcast
| said by nasadude  :We need COMPETITION! Competition brings lower prices AND better customer service. That is a wonderful theory. But in practice it doesn't happen. Wander into any Walmart/Costco/HomeDepot/etc./etc. Customer service has lost out to low prices. And try calling any major competitive retail company and go thru their phone trees where you are on the phone for 10 mins before you can reach a human being. They didn't do that to improve customer service. They did it so they could get rid of 90% of their customer support personnel.
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thender
Glamour Profession
Premium
join:2004-05-16
Staten Island, NY
| said by TK Junk Mail :said by nasadude :We need COMPETITION! Competition brings lower prices AND better customer service. That is a wonderful theory. But in practice it doesn't happen. Wander into any Walmart/Costco/HomeDepot/etc./etc. Customer service has lost out to low prices. And try calling any major competitive retail company and go thru their phone trees where you are on the phone for 10 mins before you can reach a human being. They didn't do that to improve customer service. They did it so they could get rid of 90% of their customer support personnel. I work at a "competetive retail company"(for jack shit) and when people call, they ask a question, and if the cashier can't answer, they transfer them to that department.
I don't know what you're talking about.
Companies don't cut customer service, they just pay them crap.
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