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Steve Doubleday Profile picture
Steve Doubleday
@sjdayday
Husband, father, back in the IT saddle. PhD, Mathematical Behavioral Science
Aug 15, 2020 • 59 tweets • 10 min read
So, in the end it took almost 3 extra weeks to get internet service at our new address. I’ll talk about it in several threads; this one is a story of customers as parts and work on phone lines as parts. Originally, we were supposed to have AT&T internet service when we arrived on June 26, but it was July 15 before it was actually working. As before, each person I spoke to was trying to be helpful. So what happened, and what does it suggest about how things could be better?
Jun 28, 2020 • 90 tweets • 13 min read
This just happened, so here’s a thread on not-great customer experience. All of the sales and service folks I interacted with were decent, polite, and hard-working, and
I really appreciated their efforts. @ATT #ATT I suggest that the problems are with the processes and systems. This is a thread on how VPs, CIOs, and CEOs might think differently, so that, eventually, the customer experience would be better. Surprisingly, this should also save money.