The biggest concern for any organization is not only how to get customers but how to keep them.
In an article in the Globe, new Rogers President & CEO Nadir Mohamed said they are considering a “Bill of Rights” that will see a shift in their culture, a plan to overhaul its billing system and make customer service a number one priority.
Mohamed says “As an industry, and Rogers is no different, we have to get our customer service better. People say, ‘I know you have great products, but how do you treat me?’. It’s a view that every single day we come in and in our DNA is [the belief] we’ve got to get better. If we don’t change, if we don’t improve, if we don’t fix things, we’re going to be killed. That’s something that roots back into being the challenger, being the guy that took on the phone company. Always being in a precarious position. That approach, that psyche, that DNA is very much what I believe will drive the company.”
In an almost uncanny event, Globalive posted a comment on their WirelessSoapbox with the possible adoption of a “Golden Rule” of customer service.It seems they are taking on any negative comment in the industry and marketing it to their advantage – time will tell when they launch if this will be a good strategy
After being inspired by Four Seasons – the Story of Business Philosophy, by Isadore Sharp (guy who founded Four Seasons Hotel & Resorts) Globalive CEO Tony Lacavera wrote “What stuck with me from this book was that one of the keys to the Four Seasons’ amazing growth has been its “Golden Rule” of customer service. The Golden Rule states that customer satisfaction must be everybody’s business… Here’s a question to ponder over the weekend: What makes great customer service? What should our Golden Rule of customer service be at Globalive?”
What about Bell and TELUS customer service position? Ironically, a program that was introduced back in August of 2006 by Telus called “Future Friendly Promises” that focused on providing “exceptional client service” will be coming to an end on July 15th. No reason was given but clients will continue to reap the benefits by getting discounts on products.
Bell on the other hand has made it publicly known their customer service goals. When Bell brought on new CEO and President George Cope he communicated his “100-day plan” that had 5 key objectives: Improve Customer Service, Accelerate Wireless, Leverage Wireline Momentum, Invest in Broadband Networks & Services, and Achieve a Competitive Cost Structure. He was clear when it came to customer service: “Bell’s goal is clear: to be recognized by customers as Canada’s leading communications company. I look forward to leading a unified, re-energized organization focused on attaining that goal by delivering a better customer experience at every level”.
What are your thoughts on wireless customer service in Canada? How does it stack up for you and how important is it when choosing a wireless provider?