Disappointing Service by Charter Communication
Charter Communication Introduction Charter Communication is a service provider in Kearney, Ne. They deliver high-speed Internet, video, and phone services in and around the surrounding community homes and businesses. This past year my household was receiving cable and Internet services form Charter. However, communicating with them and discussing their various packages they offer, I have encountered a very rude and disrespectful behavior among their employees. Several times I have been cut off or left on hold for hours because it seems they do not care about their customers. Problems that customers have should be dealt with swiftly to avoid any unpleasant complaints from customers. Charter has …show more content…
The three elements that will be discussed in relation to the problem discussed above will be: setting, front-stage aspects, and likely back-stage aspects. The setting is the physical environment that a service provider uses to display its tangible aspects to the audience/customer. Stephen J. Grove and Raymond P. Fisk explain setting like this, “As in theater, by manipulating and/or mixing the elements of the physical setting in different ways, the audience 's perceptions of the service can be changed or variously rearranged.” (1992). This is important to understand because how an audience views a service can be largely based on what mixture of elements the service provider displays. In Charters’ case, they displayed a poor setting for basic customer service throughout their organization. Training programs and meeting customer needs meetings could create a new environment for Charter and make the customer …show more content…
John, 2014). This affects different parts of a service by creating a false image towards the company. Charter in my case could have been doing everything in their power to try and get that other repair technician to my house but he could have been on a really busy schedule so they sent a second hand repairman hoping he would be able to fix the situation. Worse comes to worse and he couldn’t fix it so that is when he informs me that the other repair technician must look at the Internet problem. There was so much happening behind the scenes that I, as a customer, did not see and became very critical of their service. However, they still did not have to bill me for two different repair technicians to come. To solve this back-stage problem Charter could inform customers of certain situations and arrange certain protocols for informing customers of problems. If I had known that the second repair technician could have come the next day and for sure fixed the problem then I would have been easily satisfied and not so critical on their
Charter Communication Introduction Charter Communication is a service provider in Kearney, Ne. They deliver high-speed Internet, video, and phone services in and around the surrounding community homes and businesses. This past year my household was receiving cable and Internet services form Charter. However, communicating with them and discussing their various packages they offer, I have encountered a very rude and disrespectful behavior among their employees. Several times I have been cut off or left on hold for hours because it seems they do not care about their customers. Problems that customers have should be dealt with swiftly to avoid any unpleasant complaints from customers. Charter has …show more content…
The three elements that will be discussed in relation to the problem discussed above will be: setting, front-stage aspects, and likely back-stage aspects. The setting is the physical environment that a service provider uses to display its tangible aspects to the audience/customer. Stephen J. Grove and Raymond P. Fisk explain setting like this, “As in theater, by manipulating and/or mixing the elements of the physical setting in different ways, the audience 's perceptions of the service can be changed or variously rearranged.” (1992). This is important to understand because how an audience views a service can be largely based on what mixture of elements the service provider displays. In Charters’ case, they displayed a poor setting for basic customer service throughout their organization. Training programs and meeting customer needs meetings could create a new environment for Charter and make the customer …show more content…
John, 2014). This affects different parts of a service by creating a false image towards the company. Charter in my case could have been doing everything in their power to try and get that other repair technician to my house but he could have been on a really busy schedule so they sent a second hand repairman hoping he would be able to fix the situation. Worse comes to worse and he couldn’t fix it so that is when he informs me that the other repair technician must look at the Internet problem. There was so much happening behind the scenes that I, as a customer, did not see and became very critical of their service. However, they still did not have to bill me for two different repair technicians to come. To solve this back-stage problem Charter could inform customers of certain situations and arrange certain protocols for informing customers of problems. If I had known that the second repair technician could have come the next day and for sure fixed the problem then I would have been easily satisfied and not so critical on their