Episode 9 Telecom Customer Service Failures and Advocacy
Show Highlights
Rob Cairns, the Founder of Stunning Digital Marketing, discusses his biggest pet peeve: poor customer service, especially within the telecommunications industry. Rob Cairns notes that he previously ran a blog called “The Customer Service Hall of Shame” but stopped due to the overwhelming negativity associated with the topic. He argues that companies, like Rogers Cable which he recently had a bad experience with, prioritize low cost over quality service, leading to consumers being underserved. The speaker advises consumers to advocate for themselves and escalate issues because frontline employees are often not empowered to solve problems. Ultimately, the segment suggests consumers should consider paying more for better service and remember to demand proper attention from large companies.
