As many of us have come to learn, companies tend to be hit or miss when it comes to customer service. In addition to this, it seems that many people tend to have a love-hate relationship with companies that they encounter every single day. A perfect example of this would be mobile phone companies- like Rogers. It can be as difficult to resolve a minor issue with them as it can a major one. For example, I knew a Rogers customer who wanted to get help with an issue he was having with his new phone. Unfortunately, none of the Rogers customer service reps were able to help resolve the issue.
Tired of sifting through tons of Rogers customer service representatives all repeating the same line, my friend decided to take a different approach and contact Guy Laurence, the current CEO of Rogers communications. Mr. Guy Laurence is well known for his amazing customer service skills and taking the time to resolve everyday issues for Rogers customers. Guy Laurence was also the former President CEO of Vodafone, a European phone company. He is a great example of a leader in the field of customer service as he reads every single email that is sent to him by valued Rogers customers and he does not waste any time in responding to them.
After my friend contacted Mr. Laurence via email on a Friday afternoon, the CEO of Rogers responded by having an authority call him back on Saturday morning. He spoke with the authority for only five minutes, but the issue was finally resolved. Although it took a while, it seems that Guy Laurence is redeeming Rogers’ customer service. So hold on loyal customers, there may be a glimmer of light at the end of the tunnel.