Sunday, January 28, 2007

Auto-Renewal & Customer Service

Many telcos have auto-renewal built in to each contract. (Remember to ask for the auto-renewal waiver form with every contract). If not, the have 90 day written notification policies. All these policies are ways to make it hard for the customer to switch. Why?
  1. Because telcos know that their customer service sucks.
  2. Telco Billing is a mess.
  3. Salespeople are short-term and commission focused.
  4. Salespeople churn.

Bottom line: Telcos only care about their bottom line. No Customer Focus at all. And that will be their downfall.

No comments: