I realize without equipment sales you have no need for service so obviously they are equally important. Can't then understand why they are not treated as equally important. After all service contract revenues is really what keeps this company afloat and yet upper management treats service technicians as a expense that is a burden to them. When they lose them and their customers I guess nobody will get paid including managment.
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Never. Customers are not considered when making decisions.
service are all but redundant now, deskilled and a cost burden. wake up move on. you are a train driver of a steam loco in the age of teslas. do what im doing and reskill in a growing industry.
C-Suite #1 priority is improving Shareholder return; #2 is cutting costs. Customer satisfaction and quality are no where on their roadmap, that is if they even have one.
When truck drivers are not needed due to self-driving vehicles, and support reps are either AI bots or reside in India, companies still will not recognize the part they have played chasing “shareholder value”. Service is just one example of where unchecked market capitalism is taking us.
more like 1968
When we were brought into Global, it was mentioned that service was lacking at Xerox and that would be how we could help. So, I would say never.
1998
Never. At this point just wish customers could get toner.
XBS Southwest/Xerox does not care about service, employees or customers. Sadly customers are being lost in droves but leadership just puts their heads in the sand.
Recently had to direct a new client to call in to Xerox 2nd level support (that's what I call it anyway) Client called cellino. call cellino... car crash call cellino. cellino, call cellino. Eight eight eight..
To the OG poster: when monkeys fly out of my butt! That shipped sailed decades ago.
Exactly. And when milk is done the cow will be roasted over the dumpster fire: this may take longer than necessary.
To the Poster: The “leaders” don’t care about the future of the company or the departments or any of that. It is a dying company so they need to s— off the remaining milk from the dying cow before it goes belly up. It would serve you well to leave that dumpster fire.
My sales career started at Xerox 20 years ago. At that time I’d say the importance of service was well (if not completely) understood. Now their role and has been commoditized along with the hardware. Certainly not just at xerox but rest of the industry as well. Sad.
There was a time when service was, But then the little minds took over !