Question

One industry with a reputation for less-than-stellar customer service is that of the nation's pay-tv providers. much of the terrible customer service is blamed on outsourcing. to cut costs, most pay-tv

Answer 1

In order to cut costs, most of the pay TV providers have incorporated large call centers where they hire poorly trained and low paid employees to answer customer calls. These employees lack incentive and generally don't care much about customers. One exception to the rule is DirecTV. They are known for the best customer service record in the industry. It uses outsourcing, but they have motivation, something lacking from other providers. Their reps get free satellite TV in their homes once they have been on the job for three months and are invited to special DirecTV events where they have chances to meet and greet celebrities and NFL stars. They are also given the ability to handle complaints themselves rather than just listening, noting and transferring calls.