Summering in the mountains is wonderful, unless you want to get online: cell coverage here is spotty and the local internet provider still uses copper cables. We pretty much live with this inconvenience until there’s a problem: that’s when their well-planned customer avoidance strategies are revealed. If I call and get technical support they say its customer service we need to talk to, and vice versa… and they transfer you to a queue that is unacceptably long: at one point this past week I waited more than 3 hours for the next available agent. The reason: there’s no competition in this area. But next year another provider is rumored to be putting fiber optics in this area… I bet my provider’s performance will miraculously improve then. Why do companies get complacent like this? There are lots of creative ways to provide good service even when having to say “no”. Things like: making it easy to contact you, giving straight answers, being empathetic, showing genuine care and concern, and following up when needed. Unless this internet provider’s monopoly is somehow guaranteed, they’re going to have to rise above their problems and take their customer service to the next level. That’s what it takes to effectively resolve problems and take care of customers today.
Albert Einstein (1879 – 1955): German-born theoretical physicist who developed the theory of relativity
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