In this age of competition, the sooner problems with a customer’s service are identified and fixed the better. If the situation is troublesome enough to warrant a call, resolving the issue quickly is paramount. The longer it takes, the more time the consumer has to become dissatisfied.
Tom Gorman, industry veteran, former SCTE Chairman, and founder/president of opXL, LLC, suggests that by following a few simple procedures, technicians can pinpoint the situation quickly and perform important maintenance tasks. This can save time, prevent future truck rolls, and reduce customer churn.