Good people. Bad Process or Technology. Or Something.

I was telling Mr. CRM – Paul Greenberg – about my Verizon FiOS experience and interactions with 13 of their employees/contractors in the last week.  What I also told him was each of them was polite, gracious, apologetic. One of them even told me:

“We are trying real hard. This is our future. But don’t forget we were a monopoly which understood copper wires and screwdrivers. How we are into hyper-competition in a new world of fiber and IP. So we are still learning”

Paul described to me his experience with DirecTV. After hounding them for months after some problems he got as penance a senior customer service exec from the company to write on his blog a quarterly update  on improvements they were making to their customer service.

Today, Paul says about DirecTV

“The executives I spoke with today resolved all issues and have convinced me to remain as a loyal customer... While I'm still not enthusiastic about the conversion from TiVo to the new R-15, I do believe I am a customer of the best digital television service available.”

If a kind soul at Verizon wants to use my platform (and probably Paul’s) to periodically update on how Verizon is improving FiOS processes, they are more than welcome to.