I believe the solution for Public Mobile is really simple double the data to their current plans this would be adding "True Value' to their customers. The other issue is the board although it is a cost effective idea it needs to be modified by doubling the staff. With a 60 to 40 schedule time frame 60% of the staff Mod's working throughout the night resolving as many concerns as possible.
I don't really know the current business model from a customer service stand point ,but previous companies have an expectation to answer the customer in que in the first 30 seconds, research has shown that customers get agitated and upset the long they have to wait for a response.
If Public Mobile took tr same approach in creating a similar bench mark if let's say 4 hours response time with a suggested resuoultion within sag 12 hours. It would reduce the frustration of the consumer and enhance the customer experience l. I am sure that these benchmarks might already be in place but what seems like 4 to 6 Mods at the moment does not appear to be enough staff support to manage the customer ezperience.
