Customer Service Management of Rogers Cable Inc of Canada Essay

Customer Service trouble of Rogers Cable Inc of Canada - Essay ExampleThe deregulation of the media and communication industry brought the major challenge before the noncompetitive RCI. The Canadian Telecommunication Act of 1993 was governed by three principles the universal service, fair treatment of the customers and interconnectivity of networks. This marked the stretch of a competitive market in the industry.There was a sine qua non for RCI to survive among the potential competitors standardized Bell Canada. As the customers of RCI allow for be thrown open to various options, there was an urgent need to retain them. Consequently the customer service of RCI was facing a severe test. Hence the company conducted a refined synopsis in regard to its customer service. The analysis revealed the critical condition closely RCIs service issue. The analysis produced that there was a significant number of repeat service calls aft(prenominal) the installation. An in-depth analysis co nducted on a sample of 100 customers confirmed that 20% of them had a repeat work. by and by considering the historical data it was observed that 16% of the repeat works were done in the houses which had a impudently (within the preceding(prenominal) 30 days) installation. This called for the need to revise the prevailing customer service system which threw light on the amaze of such considerable repeat work. The prevailing system, which was followed by RCI in fixing the technical problems in households, winding outsourcing of service technicians. Since the demand for service technicians is seasonal, RCI opted for outsourcing.... The analysis revealed the critical condition about RCIs service issue. Cause of piteous Customer ServiceThe analysis produced that there was a significant number of repeat service calls after the installation. An in-depth analysis conducted on a sample of 100 customers confirmed that 20% of them had a repeat work. After considering the historical dat a it was observed that 16% of the repeat works were done in the houses which had a new (within the previous 30 days) installation. This called for the need to revise the prevailing customer service system which threw light on the cause of such considerable repeat work. The prevailing system, which was followed by RCI in fixing the technical problems in households, involved outsourcing of service technicians. Since the demand for service technicians is seasonal, RCI opted for outsourcing. Among all the technicians only 18 % constituted RCIs cable employees. This caused a communication faulting between the Cable technical Support area of RCI and the outsourced technicians. Due to this communication gap the technicians were unaware of the urgency of fixing the problem in the customers house. The company lacked a central system that will connect the outsourced companies for technicians with RCI. While focusing on the outsourced technicians a major fault was noticed in their scientific discipline set and tools for problem fixing. The technicians were not educated about the new Roger products and didnt have sufficient technical tools to adopt out a successful problem fixing. Solution to the ProblemThe company after analyzing the problem initiated a program across the organization named FTR (First Time Right). The objective of the program was to spread quality awareness about RCI. TrialThe program was experimented over a team