Verizon Wireless And Time Warner Cable

Customer service has to be above par if the business wants to keep a customer. Verizon Wireless has gone through leaps and bounds to try and stay ahead of the game, but in the last ranking, J.D. Power placed the company as third behind T-Mobile and AT&T in its customer care index rankings (2015). Verizon Wireless, as a technology service provider, should have plans to overcome any issues that may arise. Unfortunately, the company has done a poor job in using technology to fix problems customers may encounter. Verizon Wireless needs a push in the right direction if it wants to maintain customers and grow the business to an

Verizon stars with WorldCom in 1983 when Murray Waldron and William Rector came together to sketch out a plan create a long-distance telephone service. Long Distance Discount service, became their new company that began operating as a long-distance reseller in 1984. The new company grew quickly in the next fifteen years, over time it change to WorldCom. The company became one of the largest telecommunications corporations in the world. They also became the largest bankruptcy filing in U.S. history and another big name on the list of disgraced by the accounting scandals. They recorded $ 3.8 billion in capital expenditures profit in 2001and the first quarter of 2002. They continued to buy company stock when they

The mergers that formed Verizon were among the largest in U.S. business history, culminating in a definitive merger agreement, dated July 27, 1998, between Bell Atlantic, based in New York City, and GTE, which was in the process of moving its headquarters from Stamford, Conn., to Irving, Texas.

Now let’s move on to the Customer Service department, where clients must receive the utmost attention in order to retain the company’s business. Let’s take the very first call I monitored for instance, the representative’s tone of voice was passive, disconnected and almost distracted. The caller was very upset due to items ordered being shipped to the wrong site. Not only that but the items received were all the wrong style. The unemotional representative kept interrupting the customer every 5 seconds, in an almost competition to see who would win a yelling match. Finally, the caller had had enough of the representative and the caller hung up and the representative was caught saying “I didn’t want to talk to you either.” Though, it could make up for a great script for a comedy, this is business suicide.

An acquisition strategy is defined as one company buying controlling interest in another company (Hitt, Ireland, & Hoskisson, 2013). AT&T recently utilized this strategy to acquire DirecTV for $48.5 billion and become the number two Pay-Tv provider in the U.S. (Popper, 2014). AT&T is a well-known telecom giant offering phone services counting Verizon, Time Warner, and Sprint among its competitors. This case analysis will include a brief organizational background for both AT&T and DirecTV, details regarding the acquisition, an analysis of the acquisition and a summary of findings related to the acquisition and recommendations for the future strategic direction of the company.

The explanation of organizational structure is of the business, in such a way to execute and meet business goals. There are two structural design types; vertical and horizontal. Vertical organizational structure graded with progressing ranks of accountability and activity as its name implies. A strong organizational structure is an equal allocation of the control, as its name implies. A strong organizational structure is an culture in which all members possess the same beliefs, value, and goals. Four companies with strong organizational structure in the industry of paid television providers are Time Warner Cable Directv, Cox communication, and Dish Network. All four of these companies have an detailed organizational structure with various levels of power structure.

Nae had an elderly customer that called back into the call center twice today due to multiple issue with her voicemail. Also there was a secondary issue with the customers' phone where the call history stops displaying on the customer's phone. Nae asked for the customer’s call back number and then proceed to troubleshoot both of the customers. Nae’s addressed the customer primary issue with her voicemail first. Because throughout the call the customer stated multiple times she was frustrated with her phone not working correctly. Nae did an excellent job acknowledging the customer emotion with immediate empathy. Nae paused to let the customer vent about her ongoing phone issue. Nae was patient with the customers, even provide a assurance that

Unhappy customers are bad news for any company. Every single complaint from a client is a manifestation of dissatisfaction because of poor quality service. Customer complains should be considered as a major factor as it will serve as a feed back of the company IT systems infrastructure(managing customer complains). Yakka Tech’s customer service business has doubled over the past five years yet the management was not focused towards the existing

In this case study, the symptoms that suggest that something has gone wrong are the customer complaints regarding the poor quality services continue to increase with growth of Yakka Tech’s customer service business that has nearly doubled over the past five years, the increasing rate of voluntary employee quit in the contact center which risen above industry average, inter-departmental conflicts due to inability of answering all dissatisfied customer queries, increased number of employees turnover which lead to increased of labour costs due to the cost of recruiting new

This paper explores three published articles that report on subjects having to do with customer support. Be the relationships online (Internet) and offline (non-Internet) and how they relate to customer service and the help desk environments. The articles have little variance in how they treat and face the subject matter as this is more about the history and thus not a very subjective topic. This paper examines these three works in relation to each other and to show how customer service has grown and changed over the years, from face-to-face interactions to computer-mediated communication.

Service leaders need to be aware that customers who use self-service or calling in are not different customers. Majority of customers use self-service first and call in as a last resort to resolve their issues. “It 's called channel switching—when a customer initially attempts to resolve an issue through self-service only to have to also pick up the phone and call—and it 's plaguing the customer experience in a way few service leaders fully understand or appreciate,” writes Dixon, Toman & Delisi (2013, p. 13). These customers have a negative impact on businesses because they increase operational cost and have lower overall customer loyalty.

Weak customer service causes customers to flee to competitors, who are having better customer service and hurts the reputation of Mars, Incorporated. Customer service is important for a company to represent the company to response to the customers when customers are having any problems or questions. Besides that, customer service plays an important role in a firm to generate more income and revenue. Good customer service can change the entire perception of customers hold towards the firm. The quality of customer service of a company will affect the reputation of a company. In this sense, Mars, Incorporated may spend more money in training employees to improve their customer service

The relationship between frontline service employees and customers has always been interesting research topic for service marketers as the customer-contact service employee is the service and organization in the customers’ eyes and consumer interpretations of employee performance will create their impression of the service brand (Zeithaml and Bitner, 2009). Most early work on service frontline employees is based on the assumption that interaction between service encounters and customers is harmonious and productive, where service provider tries its best to satisfy customer’s needs and expectations and where service failure is generally described as service performance that fails below a customer’s expectations for all kinds

Mr. Sumit Agarwal is a research scholar at the Institute of Commerce and Management at Jiwaji University, Dr. Deepak Singh is faulty member and lastly, Dr. K S Thakur is a Professor and Dean at the same university. Agarwal, Singh and Thakur states that call centers can be considered one of the fastest growing industries in the world, also, to be considered the key channel of communication with customers (2013). Call centers offer a variety of services which include customer support, administrative support, financial services and customer relationship management just to name a few. Although, call centers are trying to fulfill customer needs and improve customer interaction, they have fallen short when making a balance between quality and efficiency, while trying to achieve companies objectives. As a result, their customer satisfaction and delivery of service was partially neglected.

The prosperity and achievement of any organization relies on several factors. Telecommunication sector aims to provide their customers with quality services. Companies giving quality services tend to struggle more in order to survive in service sector which in turn satisfy their customers. This study aims to examine the customer quality as a factor that satisfies customers. This study is quantitative in nature so self-administered questionnaire has been adopted to analyze quality of the service provided by cellular service providers in Pakistan.