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From allheadlinenews.com:

Study Identifies Reasons Behind Poor Cellular Phone Customer Service

Kirk Parsons, senior director of wireless services at J.D. Power and Associates says, “As more wireless companies encourage customers to try new services, it has become more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers.”

I don’t think this was a surprise to anyone focused on process and customer experience management. Successful product introduction goes far beyond manufacturing, sales and marketing. You need to take internal processes and capacity into account.

roar at roarweb dot com

On January 9th I wrote about my trouble in getting a reply to a Technorati customer service request.

This week, on January 23rd (Monday), I tried again! Still no reply. I wonder what it takes to get their attention? Or maybe I have their attention - they just don’t want to talk to me???

roar at roarweb dot com