My posting, Bell Blues, has attracted great activity over the weekend. I’m responding to E.J. Wonder’s comment that it seems one-sided. Why not go after other companies with customer service problems?
First, I listen to readers. When I get many complaints, I know something’s wrong. Bell has always attracted a large volume of protests, along the lines of “I can’t believe this isn’t being fixed and why can’t I reach anyone?” But I’m finding the number going up, not down, despite management’s claims of consistent progress.
Second, I also respond to the “pain factor.” It’s not just the number of complaints, but the anguish behind them. When readers talk about hours and hours spent in fruitless pursuit of a resolution, that’s when I prick up my ears. I think smart companies empathize with those who take the time to complain. They’re happy for feedback that helps them get better. Also, smart companies offer something tangible (e.g. bill credits or gift certificates) to tell customers they appreciate the value of their time.
Third, I look to see if there’s a complaint resolution system in the company. Is there a single point of contact? Is there a complaint officer or internal ombudsman? Bell doesn’t have one, nor does Rogers or Telus. The only place to send an appeal is to the CRTC in Ottawa. But this regulatory agency doesn’t regulate many services that Bell provides (e.g. Internet, cell phones and long-distance). Its website is vast and often confusing.
So, that’s why I’m singing the Bell Blues and so are many readers. But check the comments here and you’ll find some positive ones.
I hope Bell does improve its service. If so, I’ll happily move on. There’s never a shortage of topics. And, let me say this isn’t a personal crusade. I have home phone service with Bell and have no complaints. (Rogers and Yak do the rest.)