CSR Blocking & Tackling

Kuhl, Craig
March 2007
Wireless Week;3/1/2007, Vol. 13 Issue 5, p18
Trade Publication
The article discusses the challenges of providing high-quality customer care in the wireless industry. Kirk Parsons of J. D. Power and Associations says that the trend in customer care in the industry has not improved. He cites that the top two reasons for customer dissatisfaction are network quality and billing issues. He added that the emergence of new technologies and services have overwhelmed customer service representatives.


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