It's already clear to the minds of many industry experts and mobile consumers that this industry is one of the worst when it comes to customer satisfaction together with airlines and cable TV.
Although there were some improvements based on the recent survey, it is still below 70%. The future looks a bit bright for there is a new bill, the Cell Phone Consumer Empowerment Act of 2007, which we can look forward to. Hopefully, this will stop some people from faking their deaths.
Recently, I read that miami international airport intends to boost its customer service so it enrolled to Disney Institute, a recognized leader in experiential training, leadership development, and benchmarking based on the vision and ideals of Walt Disney.
It got me to thinking that maybe we should also send our dear wireless companies to this same institute and hope that they will understand the true meaning of customer service.
"Many organizations think they're different from Disney, and therefore can't learn from an entertainment or a parks and resorts business. But then when they get here and work with us a little bit, they find out … these principles and similarities are transferable across industries, across cultures, and across different sizes and shapes of organizations," said Bruce Jones, programming director for Disney Institute.
September 28th, 2007 at 1:58 am
The mobile industry might not always do customer service very well – but at least they can run a mobile network, which is more than Disney have managed. They’re closing the Disney MVNO at the end of this year.
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