Best of a Bad Bunch...

[Ken S]

Liberty Media CEO Put on the Spot by Disgruntled Customer

"Saying we're the best of a bad bunch is probably not a long-term strategy, though," Greg Maffei admitted.

http://blog.wired.com/business/2008/06/liberty-media-c.html

It's good to see that Maffei understands how poorly the satellite/cable industry handles customer service...now...let's see him get their ACSI rating above 80 where the quality companies sit (They're at 68 presently around where the IRS is).

[carl6]

DirecTV has done several things recently to try and improve the customer experience. They appear to be working hard to accomplish higher customer service levels and customer satisfaction.

1. They have put new management in place, and there have been changes made as a result.
2. They are in the process of purchasing some of the HSP's, which should result in significantly better customer installation/repair experience.
3. They are making technological improvements that will also improve the customer experience, including the move to mpeg4, the move to a 3 (versus 5) satellite base for most customers (thus eliminating all the problems related to 119 from the East coast).

I think Mr. Maffei acknowledge there is room for improvement, and all indications are that DirecTV is implementing steps to accomplish that.

Carl

[davring]

A couple of evenings ago I received a follow up call, from an independent company, regarding my experience with a recent encounter with D*'s customer service department. I was surprised by this effort on their part. Glad to see it though.

[harsh]

Working hard and putting good policy in place doesn't insure results. The proof will be in whether or not everyone's experience improves.

[old7]

I'd still rather be the best of a bad bunch than in the middle of a bad bunch.

[curt8403]

I'd still rather be the best of a bad bunch than in the middle of a bad bunch.


The Bad Bunch.. Wasn't that a TV show years ago?

[Redlinetire]

Working hard and putting good policy in place doesn't insure results.

It beats slacking off and ignoring the problem which was their 'policy' in the past.

[JLucPicard]

Working hard and putting good policy in place doesn't insure results.
Nor does it ensure results.

[Dave]

Even Verizon has a higher rating than DirectV. And we all know the ratings of cell phone and cable companies.

[kokishin]

If Liberty Media reallys wants to fix Directv's customer service problems, they'll tie a significant portion of Directv CEO Chase Carey's compensation to an MBO to fix it.

[wilbur_the_goose]

I just wish they'd fix their darn website. Way too slow for me, even at 15Mbs speed.

[RobertE]

I'd like to see more details of what questions were asked and what the questions were. Without more details, the perecentage posted, at least to me is meaningless.

Are people not happy because credits & equipment arn't being handed out like door prizes?

Are people not happy with the price they pay?

Are people not happy with the channel selection?

What are the issues at hand?

Just a raw statistic number can be spun to fit anyones pesonal agenda, from the haters to the fans. Spin is spin.

From my viewpoint, what they need to do is manage customer expecatations.

If the customer is told that the tech will be there between 8 & 12, then they need to do everything practical to make sure that will happen. Along with that, they need to let the customer know that just because the time frame is between 8 & 12, DO NOT expect the appointment to be done by 12. Many times I see customers start to get nervous around the 1130 mark. They had plans shortly after 12. Even though I was there in the time frame, their expectations were not met.

I could go on.

But again, spin is spin. Inform the customer in detail, manage the expectations and then, customer service will shine.

[gfrang]

The Bad Bunch.. Wasn't that a TV show years ago?

No it was the Brady Bunch.:confused:

[rudeney]

I'd like to see more details of what questions were asked and what the questions were. Without more details, the perecentage posted, at least to me is meaningless.

Are people not happy because credits & equipment arn't being handed out like door prizes?

Are people not happy with the price they pay?

Are people not happy with the channel selection?

What are the issues at hand?

Just a raw statistic number can be spun to fit anyones pesonal agenda, from the haters to the fans. Spin is spin.

From my viewpoint, what they need to do is manage customer expecatations.

If the customer is told that the tech will be there between 8 & 12, then they need to do everything practical to make sure that will happen. Along with that, they need to let the customer know that just because the time frame is between 8 & 12, DO NOT expect the appointment to be done by 12. Many times I see customers start to get nervous around the 1130 mark. They had plans shortly after 12. Even though I was there in the time frame, their expectations were not met.

I could go on.

But again, spin is spin. Inform the customer in detail, manage the expectations and then, customer service will shine.


Of course one expectation I have is that I will get what I pay for and if I don’t, then either the company will make it right or compensate me in dome way (including refunding my money). I don’t expect them to basically tell me “too bad, we can do whatever we want and you either have to take it or pay us nearly $500 to get out of your contract.”

[Herdfan]

On a related note, DirecTV recently bought a call center here in WV that had been owned by PRC. The call center was contracted to DirecTV.

http://www.herald-dispatch.com/homepage_feat2/x686830092/DirecTV-plans-to-buy-call-center

[HDTVsportsfan]

......... The proof will be in whether or not everyone's experience improves.

Can't please everyone tho. There will always be a precentage of subscribers you can't make happy. It's the way it is.

[braven]

Working hard and putting good policy in place doesn't insure results. The proof will be in whether or not everyone's experience improves.


Good news, Mr. "I hate everything that is Directv". My experience with Directv has been just AWESOME.

[RobertE]

Working hard and putting good policy in place doesn't insure results. The proof will be in whether or not everyone's experience improves.

So what is Dish doing? :lol:

[Newshawk]

From what I've seen, suing almost everyone in sight, losing satellites and shedding customers (and HD channels).