Pros and Cons Customer service issues have plagued Xfinity for a number of years

Question

Pros and Cons

Customer service issues have plagued Xfinity for a number of years. The American Customer Satisfaction Index (ACSI) ranks Xfinity as #6 of 14 Internet Service Providers in Customer Satisfaction. Contributing to the issue is a slew of left behind infrastructure from prior acquisitions that further complicate troubleshooting, increasing service interruptions, and customer dissatisfaction. To reverse this negative connotation, Xfinity needs to implement both long- and short-term strategies to improve customer satisfaction and training for the externally-facing Customer Service technicians in order to improve the company’s reputation amongst service providers.

As a result, one of short-term alternative would be for Xfinity to invest in training, increased funding, the use of Social Media, and better human capital in the Customer Service Department. With better customer service, the company could greatly enhance its reputation amongst consumers which could potentially lead to increased revenue and market share in the future.

What would be the pros and cons of this alternative?

Pros:

Cons:

Explanation / Answer

Solution :

Pros :

(i) Once , Xfinity starts to invest in training, increased funding, the use of Social Media, and better human capital in the Customer Service Department , then it would improve customer satisfaction ( reverse to customer dissatisfaction ) and customer would get very less service interruptions.

(ii) And by this alternative , revenue and market share of the Xfinity might get increase in the future and the organization might have much better reputation in the market.

Cons :

(i) This alternative is not a budget constraint because this alternative needs more services and more investing of money for advertisements and all.

(ii) Difficult to manage the larger organization's infrastructure and management instead of managing of a smaller one.

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