Is it technically working or does it work for me?
Recently I did switch from a glass fiber provider (for tv,
telephone, internet) to another cable provider. I must admit that the reason
was a slight dissatisfaction with the original provider as well as a cheaper
offer for similar services.
The first nuisance is the time that they are planning to
visit you. They said that they would arrive between 8.00 am and 1.00 pm. Even
when asked a day early they could not give me an exact timing. This is really
annoying and inconvenient, as I could not even go to the bathroom in the
waiting time.
Then the (subcontracted) engineer did install everything.
Your house looks like you haven’t cleaned in weeks, when he is finished. He did
check for himself, whether everything was working. Apparently it did work (to
HIS satisfaction) and that is what he said, “it all works fine”. And then he
left as his job was done.
He did not give me any advice on how to use the stuff. E.g.
I had no clue how to install my new voice mail (which number to call etc). I
did not get a list of the new tv stations. He did not check whether my radio
did work. It took me 10 days to get my email addresses working. For that I had
to call their customer service, which finally did say that they could not help
me and they gave me a number of their paid service to proceed. It took me 2 days and 2 paid calls to get it
finally working.
After that experience. I am flooded with requests to rate
their customer service. By now I have received an automated call, 2 mails and a
remainder.
The bottom-line is that Ziggo (the new provider) still has
an inward focused definition of customer service. If it works technically then
our job is done. I would say that has nothing to do with customer service! That
is a prerequisite for the customer service. For me as a customer, the
interesting part starts where they left off i.e. how can I start to USE all the
facilities. If I don’t know how to use the facilities, then the offering has no
value to me.
This is a highly competitive market, where the providers are
continuously poaching each other’s customers. I am still looking for a provider
who really put the ‘customer experience’ front and center - from the planning
to implementation to usage.
Are you distinguishing between technical installations and
providing a great customer service experience?
Enthusiasm drives Excellence!