…when they sent that email blast stating that the company won an award from USA Today for excellence in customer service. How much did marketing have to spend for that propaganda?
Canon loves to exaggerate their success. “We have a 99.5% invoice accuracy rate!”
Uh, let’s see, you guys credit-rebill literally every day. Of course it’s “accurate” when you generate it, but once the customers call in to complain that you overestimated their meter, or the service technician carelessly enters in a wrong read (how hard can it possibly be?!), or you have to fix the pricing on an order because you have a bizillion exceptions for every Tom, D!ck and Mary in the phone book, is it still accurate?
You can’t claim excellence if you don’t have the basics down in your operations.
It’s kind of like claiming a basketball player who can’t dribble, pass, shoot or rebound to be worthy of an induction into the Hall of Fame.