August 25 2007 by Ellen Roseman
You don’t have to read all 200+ comments at Bell Bliues to know that the telecom giant has serious problems. I talk to disaffected customers every day and I’m always amazed at what can and does go wrong at Bell’s many divisions. Even when I send readers’ complaints to Bell’s senior management, they don’t always get resolved quickly. Some disputes end up with a collection agency — and then they degenerate into harassment and name calling.
So, what would you do to fix Bell’s customer service? Kevin Crull told me a few things that didn’t make it into my column today.
–He wants call centre staff to connect customers with a supervisor when they ask. If no is available, the customer will get called back by a supervisor. Right now, it’s hit and miss.
–He wants call centre staff to be more compassionate with customers. He started empathy training sessions in April, but hasn’t seen any impact so far.
–He wants a better interface between Bell’s legacy computer systems. Some Sympatico customers living in apartment buildings no longer have the suite numbers in their addresses after databases were merged. As a result, they’re no longer getting their mail regularly.
Do you have any suggestions for Bell Canada’s senior management team? If so, post them here.
Here’s mine: Cut the silly slogans that customer service staff must repeat endlessly. “How can we provide you with superb service today?” “Helping customers succeed is our mission.” This rhetoric is so far from reality that it makes people angry.
Meanwhile, if you want to contact Kevin Crull directly, send an email to firstname.lastname@example.org.