I started writing about service as a magazine editor back in the last century — well, 1996, if you want to be specific — but it might as well have been in the days of hula hoops and big fins on Fords. Service practices for telephone companies — and for all utilities — were still rudimentary, and they weren’t getting any better. The telecom act of 1996 opened up competition, and every phone carrier became obsessed with customer acquisition. Retention was a distant afterthought, and service became something of a backwater.
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Telecom Customer Service: The Wrong Things Stay the Same
Posted by: Christopher J. Bucholtz March 27, 2014 03:10 PMI started writing about service as a magazine editor back in the last century — well, 1996, if you want to be specific — but it might as well have been in the days of hula hoops and big fins on Fords. Service practices for telephone companies — and for all utilities — were still rudimentary, and they weren’t getting any better. The telecom act of 1996 opened up competition, and every phone carrier became obsessed with customer acquisition. Retention was a distant afterthought, and service became something of a backwater.