By Fritz Baker, Viacom Cablevision
Unnecessary service calls waste money and contribute to customer dissatisfaction. Subscribers call our offices between one to three times per year feeling they need a service man. A third to three quarters of them still receive a service call. Computers can now identify the reasons why our subscriber call for service and will indicate for us the individual employee whom last had contact with that customer. Knowing what the employee did or said that may have caused a service call allows us to work with that person to improve their work skills. Tracking of service calls and making each employee accountable for their work is improving productivity. There are now fewer phone calls for service and we are making fewer trips to the home because we are learning to do it right - the first time.