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Is the poor service at Rogers a reflection of the conflict at the top

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Is the poor service at Rogers a reflection of the conflict at the top

Yesterday we decided that we wanted to upgrade one of our phones, so we first went to Oakville Place.  We were asked to scan a barcode and list ourselves in the waiting line.  Which we did.  We were advised there were 5 people ahead of us and it would be about and 1 -1.5 hours.  So, we decided to grab lunch.  After half an hour, we can back and were told that we were now number 4 on the list and it would still be an hour to and an hour and half.  We left and did not get a call till three hours since listing on the wait list.

It is quite a sham or scam not sure how to evaluate it, but there were 6 employees serving two customers due to capacity issues.  While two employees were helping customers the others were enjoying the free pay and catching up on their personal lives with an intermittent update when clients asked of how long it would be- always giving the same wait times.

I call it scam because other placed with the same square footage allowed to service much higher capacities.

So, we decided that we would go to the store on upper middle and third line hoping that the service would be better than the previous two times I had experienced (wishful thinking) on my part.

Well let me tell you that this store is next to a bank and their security is more than any bank I have visited in the last 24 month, only to be compared to Fort Knox.

So, we were told the same thing that we would have to register and that even if we did it would not help since their queue would take them to the end of day.

Here is the irony of the whole thing. First of all, we must be so infectious that they only communicate with you through a speaker.   And it would be great if the person that had the info would take the time to speak to you.  NOOOO it must be the system as it was the same manager and same process as my previous experiences.  (They claim it is new employees, and given the attitude of the manager, I can see why no one lasts at this location)

Anyways, one employee is at the speaker, takes our questions, then asks the manager, who responds and then relates it back to us.   The employee and manager are less than 2 meters apart.  What would it take to just open the door and speak in person or come to the speaker and politely address the concerns?

So, we said we wanted a new phone and just needed to see the colors so we could decide and order online. 

So now they want details of what phone we want, the model and size etc etc etc – only to be told that they do not have it in stock and even if they did, they would not provide any assistance today and to come back early morning.

I said great, we will be here at 8:00 AM to which I was told sorry we do not open till 10:00 AM.   How is that early morning?

One wonders if the uncertainty and bickering that is going on at the top level with struggle of power is being reflected at the store level.  Often, we do not realize this, but the reflection of the staff is the culture being fostered in the organization. 

It is evident that managers and staff at rogers are using the C-O-V_-1-9 as an excuse for poor customer service.

This is not acceptable at any level.  Do they forget that the only reason that they are in business is because of the customer?  That their salaries are a direct result of collections from sales and subscriptions. 

But then they also know that they have a partial monopoly with little to lose.

Thankfully that is not the same at all the stores or the customer service staff on the phone.  We ended up going to the booth at Maple View Mall and were serviced by Amaan.  A wonderful young man who understood our frustration and experience as he had heard the story so many times before. 

My hats off to him for his patience and superior level of service. I only fear that Rogers does not recognize his skills sets and contribution to the organization and that he will not be there for long.

This is the case of the golden handcuffs- I am so tied with the contracts that it does not make sense to move carriers = Only if there were other options – I would dump Rogers like hot cakes.

If you want to build a strong and loyal customer base, make sure that you have the following in place

Satisfied and Happy Customers

A strong culture that empowers and recognizes employees

Exceptional customer service

Health relationships at all levels of the organization

Clear Communications.

I was once advised, know the pain points of your customers, solve those and you will never have a shortage of customers. 

Know your client and you will have the client for life.

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