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 long-term alternative would be for  Xfinity to work with an external consulting company to improve its customer service practices and training over the long term. Part of this plan could be to commence a study on high performing customer service organizations both internal and external to the telecommunications field to model their future training after.

What would be the pros and cons of this alternative?

Pros:

Cons:

Explanation / Answer

What would be the pros and cons of this alternative?

Pros:The Xfinity have an opportunity to learn new ways of supporting the customers and satisfying them.Since customer satisfaction is more important for any company;Xfinity could gain new knowledge and techniques for customer care service practices.

Cons:The cons are there may be cost issues.The company need to invest money for learning the new knowledge. We may need some time to gain our reputation Back.

Hope this will help

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