of a lack of offers for cheap and quick to get on the Internet one need not really complain now. Man is slain downright Webespots of TV, pop-ups, Newspaper ads, brochures, etc. With so many vendors, has developed a competition that is characterized by almost weekly new, better and better deals with suppliers which try to outdo. Even a connection to the fixed telephone network is no longer necessary. The cable network can - where it is available - are used now not only for television but also for telephony and broadband Internet access. So you get a 16.000er Internet connection, a telephone flat rate for the German fixed network and digital cable television now been around for 30, - € a month for a contract period of one year.
If competition does not work as shown?
Is not that exactly what the customer wants?
Is the world not in order?
These are questions one could answer with a yes, but a key point has been forgotten. With the unbeatable deals we forget too quickly the need for good customer service. What happens if my Internet connection suddenly failed the service, and then only with about 6 KB / s instead of 2000 KB / s running? Now the story gets its ugly twist: The service hotline of the party!
would be desirable to have full commitment to the customer, who may ultimately even expect his contract paid and that the Abieter immediately and efficiently the problem and takes care of the customer to the contractual requirements provides.
The harsh reality is sadly very different. The first problem is ever to contact the manufacturer. This is hiding behind his hotline, and the computer voice that the caller nice and slow and very long declared his choice for the transfer. After TAKEN selection is, of course, no employee currently available and waiting on hold. But this is still the lesser evil, outrageous is the fact that you paid for the queue full 14 cents a minute. In this very quickly once you spend just 15 minutes to be expensive with a Employee is connected in a call center that promises high and holy, that a technician would take care of in the next two to four days on the ground to the problem. Angry but you have to find that the technician even after four days is not yet on site. So you call the hotline a second time and paid again. In the end, then you wait a whole four weeks to fix the problem, which then takes just five minutes.
If competition does not work as shown?
Is not that exactly what the customer wants?
Is the world not in order?
These are questions one could answer with a yes, but a key point has been forgotten. With the unbeatable deals we forget too quickly the need for good customer service. What happens if my Internet connection suddenly failed the service, and then only with about 6 KB / s instead of 2000 KB / s running? Now the story gets its ugly twist: The service hotline of the party!
would be desirable to have full commitment to the customer, who may ultimately even expect his contract paid and that the Abieter immediately and efficiently the problem and takes care of the customer to the contractual requirements provides.
The harsh reality is sadly very different. The first problem is ever to contact the manufacturer. This is hiding behind his hotline, and the computer voice that the caller nice and slow and very long declared his choice for the transfer. After TAKEN selection is, of course, no employee currently available and waiting on hold. But this is still the lesser evil, outrageous is the fact that you paid for the queue full 14 cents a minute. In this very quickly once you spend just 15 minutes to be expensive with a Employee is connected in a call center that promises high and holy, that a technician would take care of in the next two to four days on the ground to the problem. Angry but you have to find that the technician even after four days is not yet on site. So you call the hotline a second time and paid again. In the end, then you wait a whole four weeks to fix the problem, which then takes just five minutes.
of good service can not speak so. Apparently there are too few staff for too many problems. Another assumption that arises inevitably, is that one on hold from greed of agency only leave if you can find 14 cents per minute, the costs for the service to solve the problem not of their own on their own phone bill. The contract contained in the phone flat rate to the German fixed network and so is communication with the provider is not useful, unfortunately!
can end by saying that the customer service remains at the price dumping by the wayside. Also at each customer service provider mergers probably be assigned to more customers than before.
For the future it would be very desirable that every service provider exclusively for its customers a free service hotline provides. Should also adequately account manager be in place to combat long queues.
If anyone has had similar or different experience, I can warmly invite him to comment on my article.
can end by saying that the customer service remains at the price dumping by the wayside. Also at each customer service provider mergers probably be assigned to more customers than before.
For the future it would be very desirable that every service provider exclusively for its customers a free service hotline provides. Should also adequately account manager be in place to combat long queues.
If anyone has had similar or different experience, I can warmly invite him to comment on my article.
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