It s easy to complain about poor service.
Smart managers look for practical, front-line solutions.
January s Telemanagement reported the results of an informal survey that asked people responsible for telecom systems and call centres across Canada what their biggest management challenges were. The number one issue was poor service and support from telecom suppliers. This article looks at service problems as suppliers see them, and offers some suggestions on how smart customers and smart suppliers can work together to ensure that both sides needs are consistently met. In December, I asked customer service and sales people in telecom and call centre suppliers from all across the country what their biggest challenge was in dealing with business customers. All were guaranteed anonymity, to protect them from retaliation from their customers and from their bosses.