20 minutes – are you having problems with Telecom customer service?

survey

Have you had any negative experiences with customer service?

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Most providers answer questions using an online form. But with Swisscom and Sunrise, the form on the homepage is well hidden. UPC doesn’t even offer the online form. Customers can only reach the company in writing via chat, Facebook, Twitter or letter.

Have you had trouble reaching customer service?

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It quickly becomes clear – Swiss telecommunications providers do not want to be reached by email. The reason for most: Written communication is often cumbersome. For most concerns, a conversation is required, as a Sunrise spokesman told “Saldo”.

The industry expert Ralf Beyeler from the comparison service Moneyland.ch sees it differently: he believes that telecommunications companies should be able to handle emails. Beyeler suspects that written communication will be blocked because the hotline employees could better wrap customers around the finger on the phone.

This also makes selling services over the phone easier. In addition, angry customers could be verbally appeased with special offers.

(BSC)

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