An Update To My Story On A Client’s Negative Experience With Rogers

Since I posted this story on a negative experience that a customer of mine recently had with Rogers, I’ve gotten a lot of e-mail and the odd Tweet on the subject. More on that in a bit. But in any case, I figured that I owed you an update as to what’s happened.

Since my original story, my customer connected with Rogers and they were able to make everything work after they presumably fixed whatever was wrong on their end. That’s where the good news ends when it comes to this interaction. I say that because Rogers then offered my client a whole six dollars in compensation. Keep in mind that when this first happened, they offered $60 which accounted for a month of Internet service for her. But not anywhere close to what I charge per hour. So clearly that was a fail as evidenced by this sentence in the e-mail that she sent me regarding this:

It always amazes me how long these things take and how Rogers does not put value on the customer’s time.

Top tip for those who are in customer facing positions. You have to be mindful of the customers time and respect that they have better things to do than to talk to a person in a customer service position. Now, I’m not degrading anyone who is in that line of work. What I am saying is that the best strategy for those in that line of work is to get the issues that are brought to them resolved to the customer’s satisfaction as quickly as possible in the first interaction. By doing that, you will respect the customer’s time.

Now that was before the Victoria Day holiday in Canada. Yesterday evening I got an update from my client. She spoke to Rogers Office Of The President which in Rogers speak is a customer experience team that exists to deal with escalated situations and resolve them by utilizing any and all resources that Rogers has at their disposal so that they retain the customer. In my client’s case, here’s what they did for her:

  • They credited her the equivalent of two months Internet service.
  • She also was having intermittent cable TV issues which they added a $50 credit to the mix.
  • She finally got the six dollar credit from the rep that she spoke to so that she could get her e-mail working.

That’s enough for my client to stay with Rogers for now. Whether she is still a Rogers customer a few months from now is a bit of an open question.

Now, this should be the part where I should say thank you to Rogers for stepping in and helping to resolve this. While I will do that as once she got into the right hands, things started to move in a positive direction, I will also say this. If you look the issues that I’ve had with Rogers Internet where the first time I had issues, Rogers had to hop through hoops to to resolve those issues after I posted to social media and got escalated to The Office Of The President. Then look at the second time that I had issues with my Internet and Rogers, and again I posted to social media and got escalated to The Office Of The President to get my issues resolved, and combine that with this specific experience where I posted to social media and my client got escalated to The Office Of The President to get her issues resolved, you come to this conclusion. Rogers customer service has some serious issues that are really impacting them in a negative way.

The fact is that using social media as a means to escalate so that you can get an issue resolved should be an exception. However, with Rogers it seems to be the rule. And the fact that my original story got a insane amount of page views and e-mails detailing a variety of Rogers customer service fails shows that I am not the only person who thinks that. Take this person for example who reached out to me today on Twitter:

This was my answer:

I gave that advice because Bell is hyper aggressive about stealing every Rogers customer that they can as from personal experience I can say that they sense an opportunity to hurt Rogers. Plus, they appear to have upped their game when it comes to TV and Internet services. In the case of the latter, Bell has an exceptionally good Internet offering. On top of that they have attractive introductory pricing (where the first few months are at a discounted rate and then it goes to whatever their normal rate is if you get a bundle of services) that makes it worth ones while to consider switching to them. If Bell can bring better customer service to the table than what Rogers currently offers, then Rogers is in very deep trouble.

Rogers new CEO is a fellow named Joe Natale who is best known for his work at Telus to up their customer service game. By the time he left, Telus was the top of the food chain when it came to customer service. If I had any advice for him, I would say that he needs to focus on turning Rogers customer service from being something that makes customers want to leave the telco, to something that is core to them retaining customers. And he needs to do it quickly. Because as evidenced by this experience by my client, they aren’t doing nearly enough to send a message that Rogers values their business and it is worth being a customer of theirs.

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One Response to “An Update To My Story On A Client’s Negative Experience With Rogers”

  1. […] UPDATE #2: There is an update to this story here. […]

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