Total service failure occurs when a company bites off more than it can chew. Case in point – Frontier Communications. After recently acquiring Verizon, their service and trouble shooting has gone to hell in a hand basket. They apologize profusely, but can’t fix any problems. Ever been in a situation when a “sorry” is not good enough?
When a company is unable to resolve problems in a timely manner, customers leave in droves. Frontier got this backwards.
Their pain is just beginning……
About Hemant Rustogi