Telecoms are beginning to stress the importance of customer service now that they’ve been stung by consumer complaints, The Washington Post reports:
“Customer service problems in the telecommunications industry have been nearing legendary proportions… it’s a challenge that telecommunications and cable companies are struggling to overcome as they compete for new subscribers paying $150 to $200 a month on average for phone, Internet and television services. AT&T, Verizon, and Comcast are working to keep subscribers and lure new ones into subscriptions that bundle those services.”
At the same time, consumers are beginning to find a voice on sites like consumerist.com and YouTube.com, where dissatisfied subscribers post transcriptions of frustrating customer service conversations or a video of a cable company employee falling asleep in someone’s house.
Sprint lost almost two million subscribers in the past year, largely to customer service issues. Now that there’s real money in play, the carriers are starting to notice.