Number of new Internet customers EarthLink expects to sign-up before the end of the first quarter of 2004.
1,300
Number of employees the company says it will let go before the end of the first quarter in order to 'streamline' its customer service operations.
Posted by Mikal at January 7, 2004 10:02 PMI wholeheartedly disagree with the policy of slashing the customer service force for financial gain. I strongly believe that a well staffed and educated support force is the key to customer satisfaction. Customer satisfaction leads to word-of-mouth sales, the hardest to get. Customer satisfaction also leads to customer loyalty and longevity, two keys to financial health.
Earthlink will experience very long hold times, stressed agents that are short with their end users, and their new customers will be gone as soon as their contracts terminate. Smarter agents and just a few more than seems 'practical' is the way for service centers to think. When will they learn.
For more information: http://www.finali.com/services/services.html
Posted by: MixMasterMatt at January 8, 2004 11:37 AMWhat a very odd statement from someone who placed a link to the Finali site!
You would think the layoffs in customer service at Earthlink are directly related to their purchase of a "Finali-like" software program! So not sure what your point was on this one!
Dave
Posted by: at September 28, 2004 5:57 PM