In private conversations, frontline telecom people will often admit what their companies officially deny that customer service is a mess. Internally, departmental rivalries and disputes take precedence over customer service. No one is in charge of coordinating groups that have different, apparently incompatible objectives and priorities. The organization was recently bought. There are now multiple incompatible systems, procedures, and policies for everything, and customers frequently get caught in the middle.
Senior management responds to problems by reorganizing.
Names, titles, and responsibilities change so often that it s hard to find the person in charge of solving your particular problem. When you do find them, they usually haven t had the job long enough to know what to do. But it cut back staff before the new systems for reducing work and speeding up service were ready. All of the experienced people have retired or gone to other companies. Angus TeleManagement Group Inc. All Rights Reserved.