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 toprovide immediate network outage information directly to users via a notification service or application. The company should also work to schedule any planned outages during off peak hours, as to not affect the majority of customers.

(Example: Inform users via text message or through its phone application when video streaming servers are offline or there is an expected outage for construction. This provides a certain level of expectation management for the customers.)

What would be the pros and cons of this alternative?

Pros:

Cons:

Explanation / Answer

1.The pros of the measures are:

That the customers would know in advance as to when service will be disruptive

That the customers would come to know about the disruptions in advance and can find amicable solutions

2:The cons are:

The cons would be that long term solution is still lacking.

Disruptions permanent solution has to be there.

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