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To the Editor:
I like and agree with Paul Maxwell's column, "D.I.S.H. V.O.D.?" (Nov. 22 issue). I'm a consultant specializing in call center, help desk, customer care and other services. My background is in change management, which includes handling high growth, implementing new technologies, upgrading processes and procedures and "The Customer Experience."
Cable always seems to be behind other industries in an area Paul forgot to mention, customer service. If you ever compare cable to other industries (or even to Dish/DirecTV), customer service is many years behind.
Wally Wasilewski
Consultant
1 Call Resolution
Grand Rapids, Mich.
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