I guess Americans aren’t the only ones who have trouble with cell phone providers. Over on the other side of the world I came across this news article about a mobile service provider called Hutch who had asked customers through a computer-generated message to reverify information on their accounts. When the customers went in to reverify their data, the customer service reps didn’t know anything about it. Of course, chaos ensued. 
Perhaps this is one of the biggest frustrations for customer service reps to deal with. When the corporate office makes a decision to take action, they should immediately inform their employees of this action.
When asked why the customers had to provide their information a second time, the CEO of Hutch, Naveen Chopra, said this:
“While implementing the norms mentioned in DoT’s notification, we found that some customers had provided insufficient information. Hence, we have asked them to furnish the required documents.”
But what about the issue on not communicating this to their reps? The article doesn’t cover it, but it’s not something that should be overlooked…
Comment Preview