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

Pros of the alternative mentioned are as follows:

1. The benefits to the company in the form of improvement in customer service, will be delivered due to the expertise of the consulting partner.

2. The expertise of the consulting agency, will be used to train the technicians and it will increase the customer satisfaction level.

3. Company now has a reliable partner with expertise in training deliveries, conducting studies and implement new aspects (from outside of the telecommunication industry) to help the company deliver superior services to the customers.

4. Xfinity also gets the benchmarking and bench-trending studies to do what is most important to deliver best services.

Cons of the alternative mentioned are as follows:

1. Xfinity will lose its own learning curve in customer service delivery and will be reliant upon the external consulting agency. It will contribute to lapse in competitive advantage in this aspect of service delivery.

2. The bargaining power will shift to the external consulting agency and Xfinity will be dependent upon the external agency.

3. It will incur additional cost that will increase gradually with increase in competition.

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